Customer Service

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People expect the same from business providers as they do in the consumer world, but most of the telecoms industry hasn’t kept up with the pace. In fact, old-school telcos can be seen as being slow and hard to deal with. At Colt, we know that's just not right. We want to go above and beyond for our customers with our vision to be the most customer oriented business in our industry. 

We build intelligence into everything we do, from the network through to how we deliver, which is why our Net Promoter Score score leads the industry. But we’re aiming higher. We’re investing not just in our network, but into the service and support that goes with it, to ensure that we’re constantly exceeding your expectations.

We work harder for you

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We deliver 1165 network upgrades each month

We're always adding capacity, introducing new technology and getting to problems before they arise.

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We will pick up the phone, on average, in 18 seconds

When you need support, we won't keep you waiting - and we're investing in even more customer-facing people to bring you services better.

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90% of our services have automatic monitoring

With our new monitoring system, we'll get started on a fix before you've even noticed a difference.

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6 Languages spoken across support

We work where you work, and you'll always get directed to the right place to suit your issue and locality.

Making meaningful changes

We're always listening for new ways to improve our services, and we're constantly using that insight to iterate a better experience for you as a customer.

We also want to be transparent about where we can improve, how we can listen and all the improvements we can still implement to make your experience as a customer even better. See below some of the ways we're making meaningful changes to our services thanks to your ongoing communication.

Right the first time, and then every time after that.

We know first impressions count. As a Colt customer you can expect a personal service, including a personal email from one of our Directors within 24 hours of you joining, a welcome call and a dedicated order owner. 

We’ve also got the processes in place to make sure you’re getting what you need, when you need it. You’ll have a contractual delivery date within three working days and we’re cutting down lead times by working more closely with our suppliers. 

Services you can count on.

We work hard to keep our network up and running.

We own the fibre making up the Colt IQ Network which means we can get straight to any problems and fix them quickly. We’ve set up automatic notifications to quickly spot issues and we’ve got 24/7 network monitoring to ensure reliability.

Our service is centred around support and we have multiple technical teams on the end of the phone if you need them.

Customer first, always.

We work to understand what you need and know a good experience isn't one size fits all.

We’ve been investing in customer support, which means we’ve got the people, as well as the technology to provide a personalised service.

Whether it’s advice on the phone or help over online chatwe work in a way that suits you best.  

What our customers have to say

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ATOS

"Colt were much faster in delivery than our previous supplier and we able to save over 30% by moving to the Colt solution. If we had to rate Colt it would be 10 out of 10.”

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Stefan Truthaen - hhpberlin

"We're very pleased with the customer service, infrastructure and expertise of Colt, and we're moving our entire organisational structure to the cloud."

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Steen Andersen - Netgroup

"Delivering a project like this in 6 weeks was the fastest Netgroup has ever achieved - and was only possible because of the willingness & effectiveness of the teams from Colt."

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Colt smashes NPS target with an industry-leading score

Colt ended 2019 on a high with its best-ever Net Promoter Score (NPS) of 64 points in Europe. In Asia we closed the year on 26 points. Both these scores are truly industry-leading, with Satmetrix 2019 B2B benchmarking the EMEA and Global Telecoms sector at 15 and the Asia Telecoms industry at just four.

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We have a simple aim: To make it really easy for you to do business with Colt. With this in mind, Colt Online has been developed to put you in control. With Colt Online the information you need about your Colt services is just a click away.

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