📞 Provisioning Line – Staff Instructions

📞 Provisioning Line – Staff Instructions

🛠️ Purpose of This Line

The Provisioning line is primarily used for NBN technicians to make contact during new connections or fault attendances. These calls are usually time-sensitive and important for service activations or resolutions.

📌 When a Call Comes Through the Provisioning Line

  1. Answer Promptly and Professionally
“Good [morning/afternoon], this is [Your Name] from Swazzy. How can I help you today?”
  1. Assume It's NBN (Unless Told Otherwise)
Most calls are from NBN field technicians, and they will usually think they are speaking directly to the end customer.
➤ We act on behalf of the customer. 
  1. Ask for Key Information Immediately
    • “Can I confirm which site or address you're attending today?”
    • “Are you on-site now?”
    • “What service type is this for – FTTB, FTTN, or FTTC?”
  2. Acknowledge and Provide Authority
    • If needed, confirm we are authorized to speak on behalf of the customer.
    • “Yes, we’re managing this installation on behalf of the customer and can assist with next steps.”

⚙️ If the Tech Is Performing a Connection (FTTB, FTTN, FTTC)

  • Request the Connection to the Site
“Can you please ensure the service is patched all the way through to the customer's site/unit?”
  • If They Cannot Complete the Connection
Ask them to send the tag details (label or location of the completed patching) and request that they:
  • Message the details via SMS to the designated contact number.
  • Or pass the information over the phone so we can log it and relay it.

📣 Always Notify the Customer

Once the tech has:
  • Confirmed the work is done,
  • Identified an issue,
  • Or left tag details,
📨 Immediately contact the customer to:
  • Share any updates or outcomes,
  • Advise next steps if required (e.g., testing, internal wiring follow-up).

👁️ Ongoing Monitoring & Responsibilities

Please keep monitoring the following:
  • Incoming calls on the Provisioning line (ensure it's always active and attended). 
  • Any pending job statuses or updates from NBN or service providers. 
  • Escalations or delays that may require urgent follow-up. 

✅ Best Practices & Reminders

  • Remain polite, calm, and clear — even if the technician is rushed or vague.
  • Don’t assume the tech knows who you are. Clearly state you’re managing the site on behalf of the customer.
  • Document all calls and actions in the relevant job record or CRM entry.
  • Flag and escalate any missed calls or unclear technician responses.
  • Keep communication flowing with both NBN and the customer until the job is confirmed complete. 

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