NBN Co is testing a new tool to combat the high volume of poorly-timed technician appointments.

NBN Co says it is looking at a new online booking tool for end users to reschedule appointments with technicians.

The tool is intended to help ease a bottleneck caused by the lack of contact centre agents that can reschedule appointments.

“Due to the impact of COVID-19, there is reduced contact centre capacity across NBN Co and RSPs, and NBN Co has observed an increase in the number of appointments being rescheduled,” NBN Co said in documentation [pdf] released last week.

“NBN Co is currently developing a new automated process through which contracted end users will be able to reschedule appointments via an online booking tool. 

“It is anticipated that this new process will assist in easing current capacity constraints when rescheduling appointments.”

The tool should be available for technician appointments to connect to the NBN, as well as for “trouble tickets” before a connection can be made.

End users will receive a link to the online booking tool via SMS, and be given two calendar days to respond to it.

“The contracted end user will be able to provide information regarding preferences for the rescheduling of the eligible appointment,” NBN Co said.

“NBN Co will reschedule the appointment using the information provided.”