WLR3

Overview

Conduct the majority of your WLR3 business 24x7 on an equal footing with the competition

Generate new business

• Provide your customers with an even better quality of service
• Pre-qualify orders
• Transfer lines
• Provision new lines
• Retain home and business movers
• Place orders and have them confirmed
• Re-arrange installation appointments
• Fault handling

Value added services

• Making it easier for customers to contact you
• Call revenue protection service
• Debt management services
• Fraud management service

Conduct the majority of your WLR3 business 24x7 using EMP

Openreach recognises the fact that the world has changed. Your customers expect you to provide a 24 hour service and you expect the same from us.

Whether you’re transferring lines from a competitor, provisioning new ones or reporting faults, you’ll be able to submit your orders to us via the EMP common interface 24 hours a day, 7 days a week (subject to any EMP planned outages that you will have been advised of). Our KCI (Keeping Customers Informed) responses will then keep you advised of the progress of all your orders.

 This should also prove beneficial for those of you utilising offshore facilities for operational support.

Provide your customers with an even better quality of service  

You can take advantage of an increasing number of WLR3 services that provide you with direct and instant access into our back off systems and processes. They variously enable you to pre-qualify orders, transfer lines, provision new ones and hold onto home and business movers.

You’ll also receive proactive messages from us that keep you informed about job progression, fault resolution and you'll  be able to modify and cancel orders.

Pre-qualify orders

The ability to pre-qualify WLR3 orders is going to minimise the potential for rejection further down the track. This is going save you valuable time and aggravation, while also removing a major cause of customer complaint and dissatisfaction.

For example, you can search our database for correctly formatted addresses, compare them with the addresses your customers have given you and create new ones where no match exists

Transfer lines

We believe that WLR3 will remove the delay and general irritation associated with transferring lines from a competitor.

For instance, how many times have you filled out a line transfer form, only to have the order rejected because you’ve unwittingly asked for the wrong type of line? You don’t need to play these sorts of guessing games with WLR3.

You’ll usually be able to see a full inventory of the customers line installation on screen, and for WLR3 analogue lines you’ll even be able to check if a number is suitable for transfer to a new address and give your customer a straight ‘yes’ or ‘no’ while you’re on the phone to them..  

Provision new lines

With WLR3 analogue, you can look at the contents of the last point of entry into a customer’s premises. If you can see a couple of spare pairs, the likelihood is that we’ll be able to connect them quickly.

For ISDN30 we will need to carry out a survey, although you can now indicate whether you would prefer copper or fibre lines to be provided.

In the worst case scenario, if there’s no spare capacity in the distribution point and we have to dig up the road to put in a new cable, you’ll be able to inform the customer accordingly

Retain home and business movers

We appreciate that it takes a great deal of investment to acquire customers. So keeping their business when they move from one location to another is vital. WLR3 can dramatically increase your chances of doing exactly that.

It does so by giving you visibility of the line installation at the address a customer is moving to, and then enabling you to instigate the appropriate action. For example, you can ask us to activate a ceased analogue line and assign a new number to that line on a date specified by your customer.

Place orders and have them confirmed

WLR3 keeps you informed at every stage during the order process. It tells you when an order has been accepted, when it has been confirmed, when the delivery date is confirmed,  if an installation appointment has been missed (in which case you get a reminder to book a new appointment) and when the order has been completed.

Planned functionality should enable you to integrate the entire order handling process into your own systems and link it to email/text alerts, or to your own web tracking/portal services. Or you could potentially enable your customers to self serve, providing you with a near zero touch business engagement model.

Re-arrange installation appointments

When a customer calls to cancel an analogue installation appointment you’ve booked on their behalf, there’s no need to fire off an email and wait for us to come back with an alternative slot. You can dip into Openreach’s engineering workbook and re-arrange the appointment there and then.

Fault handling

When a customer contacts you to tell you there’s a fault on their analogue line, there’s no need to pass it to us ‘blind’, and no need to keep them in the dark.

With WLR3 analogue, you can conduct a line test while the customer is on the phone. This should identify the nature of the fault and whether it’s likely to be in the wiring at their premises, in our cabling or at the exchange. While this feature won’t in itself reduce repair times, the information you pass on to your customer should certainly be a comfort to them.

For both analogue and ISDN30 lines, WLR3 will keep you informed of our progress and tell you when the problem’s fixed, so you can tell the customer. This should eliminate many complaints; typically arising from people taking time off work to wait for an engineer, when the fault has already been found and resolved outside their home.

Value added services

You can take advantage of a growing range of added value WLR3 services from Openreach, such as connection to 15x numbers and Indirect Access Call Barring, along with debt and fraud management services… 

Making it easier for customers to contact you

We can allocate 150, 151, 154 or 156 numbers to your own customer service teams. Simply nominate a Freefone number to be associated with one or more of these numbers and you’ll receive all your customer service calls through that number.

Call revenue protection service

Indirect Access Call Barring is an optional WLR3 service that prevents your customers from onward calling via a carrier other than your preferred carrier, thereby protecting your call revenues.

Debt management services

WLR3 provides options to help you manage customers who have difficulty in paying their bills and prevent any significant increases in such debts. For instance:

• Outgoing Call Barring (to any number that the customer would normally have to pay to connect to 
• Temporarily Out of Service (no calls can be made or received, except calls to the emergency services)
• Route to Credit Control for analogue lines(automatically connects the customer to your own helpdesk whenever they attempt to make an outgoing call).

Fraud management service

If you decide that you want the WLR3 calls your customers make to be onward routed over the BT network, we can provide you with call data records that will enable you to analyse call trends, identify any attempts as fraudulent use based on unusual calling patterns and enable you to take the appropriate action if, where and when necessary.