Go back to top
PWN News
Oct 15, 2020

Benefitting from local Customer Service & Support during the Covid-19 Pandemic

Benefitting from local Customer Service & Support during the Covid-19 Pandemic

Telecommunications reliability and strong customer service have never been as important than we see currently in the midst of the global pandemic where we have seen workplaces transition to working from home at the same time as schooling being undertaken online via video conferencing.

At the same time as extra pressure being placed on networks and infrastructure, the telecommunications industry saw large scale shutdowns of overseas call centres due to COVID-19 outbreaks and government-enforced lockdowns, which has been blamed for a steep increase in the number of Australian support requests going unanswered.

Consumers made over 2,000 complaints about this problem to the Telecommunications Industry Ombudsman, an almost 1,500 per cent increase on the previous financial year, which has largely been attributed to the shutdown of overseas call centres during the COVID-19 pandemic.

Partner Wholesale Networks has always believed in the importance of onshore customer service.  We are proud to be able to say that our customer service team are employed here in Melbourne.  Our team provides customer service and billing on behalf of our wholesale partners & retail customer base and are trained to handle all aspects of customer enquiries.  We have been able to maintain our SLA's throughout the pandemic with all calls answered within 15 seconds and aim for “same call outcomes”.  In addition to our Melbourne based customer service team, PWN also has local technicians located in each state of Australia.

Partner Wholesale Networks Co-Managing Director, Graeme Kelly had the following to say “We strongly believe in providing both our wholesale sales partners and their end-user customers Australian based customer service support. We provide business-grade products and 25 years’ experience in our industry has shown us that customers want the same business level of service delivery and support. To achieve that, PWN feels that you need your management team and people together, here in Australia. We are also very proud that key members of our Customer Delivery team have been with us for upwards of 10-12 years.”

With a high focus on delivering innovative solutions and industry leading customer service PWN creates real value for our wholesale partners. Potential partners should contact PWN on 1800 701 138 or visit www.partnerwholesale.com.au for more information.

Build a successful telco business & reap the rewards