This shouldn’t be happening, but I get regular regular reports from partners that it is. Our agreed procedures for handing faulty and returned modems are clearly set out on our website.
The Skinny Care agents rely on a knowledge base to provide advice to customers when they call, so the Jump team went on an exploratory mission to find out where the agents were getting this wrong information.
And success! They discovered a rogue flowchart that was directing Skinny Care agents to some obsolete information that instructed them to advise customers with faulty modems to return them to a nearby Jump partner. Needless to say, this has been corrected. Thanks, River.
Thank you also to the partners who alerted us to this issue. We always welcome feedback on processes that are not working as they should. We can then try and fix them.
Digital Inclusion Alliance Aotearoa 