Interconnect fault repairs speed up as test tool goes live

A new check-in process is helping to cut the number of interconnect faults that need to be tackled by a specialist team - plus reducing the time it takes to resolve them.

The key is 'Navada': a new test tool that's been introduced into BT Wholesale for use by the team on the Interconnect Repair reception desk in Wolverhampton.

BT Wholesale's Head of Repair Operations Jim Weaver explains: "This tool enables our people to take a more proactive front-line role by checking the validity of each fault report as soon as they get it. It's a fast and simple test and if it shows the fault to be genuine, then we can quickly put it into the expert hands of BT Operate's Network Management Team for Interconnect in Edinburgh. We introduced Navada in January and it's already helping us to reduce the repair cycle time by as much as 50%, as well as giving us more time to focus on the more complex issues."

A member of the Wolverhampton team, Customer Service Team Manager Stephen Peters comments: "We're finding Navada easy to use and it gives us initial results in only a couple of minutes. This means we are able to look at the faults shortly after we get a report and then progress each one appropriately. By filtering out and prioritising the real problems, the repair turn-around time is much quicker."