Broadband News

Carphone Warehouse investing in customer service

(03-04-07) - Carphone Warehouse, the parent company of TalkTalk Broadband, has announced that it will be ploughing between £10 million and £15 million into customer service before March 2008. (visit www.talktalk.co.uk)

The company originally sold mobile phones and has built up its telecoms business over the past five years. Over the past quarter, it has seen a 14% rise in subscription connections, total connections are up by 8.3%, and it has unbundled 1,024 exchanges in preparation for LLU high-speed broadband connections. Carphone Warehouse now has 2.27 million broadband subscribers.

Charles Dunstone, Chief Executive Officer, said: “In our broadband business, we have made excellent progress both on the rate of customer migration to unbundled lines, and the roll-out of our network of unbundled exchanges. We also continue to invest in customer service as we work to further build the service levels at TalkTalk.”

Chris Eagle, Commercial Manager at BroadbandChoices.co.uk, says: “It’s great to see prices coming down, particularly as the BT Total Broadband packages come with added extras like security measures. But we would like to see the price cuts extended to the standard tariffs, to reward customers for their loyalty.”

Chris Eagle, Commercial Manager at BroadbandChoices.co.uk, comments: “The extra investment in customer services is good news. However, Carphone Warehouse is still actively chasing new customers through sales and marketing activity, which is unacceptable while consumer dissatisfaction is still at unacceptable levels.”