It’s important that we have an identity that is separate from the rest of BT. This helps us provide all customers with great service – that’s also very visible to end users – in a fair and equal way.
Our fleet of over 22,000 vehicles has the Openreach livery and all 26,000 field engineers have Openreach clothing which clearly displays the Openreach wordmark.
Our frontline engineers have a big part to play. The use of the correct announcement: “I’m from Openreach, here to provide/repair your line on behalf of XYZ Telecom” positions our role and relationship with our customers.
To ensure an effective partnership with Openreach, you should always tell your customers that it will be an Openreach engineer who is going to turn-up to install/repair their phone. This will lead to a clearer understanding and avoid problems when accessing end user premises.
If you want to find out more about the role your customer advisors play, have a look at Expect Openreach. This website includes some computer-based training demonstrating the benefits of telling your customers to expect Openreach.