Posted on: 6th July 2023, by Magrathea
Good morning,
Welcome to the latest edition of the Magrathea Newsletter, combining news from Magrathea and around the industry.
Client survey – the results are in!
Thank you to everyone who took the time to respond to our survey. We got a really great response rate and the comments and feedback are proving really useful as we start to plan our new business year.
The survey was broadly split into questions about Magrathea and on the wider industry. Beginning with the tough topic of our own performance, we were delighted to see that our scores for customer service, communication and fault fixing were mostly really high – each scoring an average of 9 out of 10. These areas are so important to what we do here at Magrathea it has bolstered the whole team to see such a high result. We will keep pushing to get that to a 10 out of 10 though of course!
Our lowest score was on how well we communicate our services and features with a 7 out of 10. We will be putting much more effort into this over the coming months.
On the industry question we saw the lowest score in the responses, just 6.5 out of 10 being scored for how prepared our clients are for GPL switching. We hope to be able to add more value as that particular project progresses, but the truth is there is still so much uncertainty about the final process we are all a bit unsure right now.
Everyone who left us their details will get a response directly, addressing any queries or feedback you raised. It will take a bit of time to get through them all so please bear with us. Meanwhile we will also send a separate detailed summary of the feedback, along with our plans for the coming business year, in due course.
Magrathea Status Updates
Through the survey we learnt that only around half of our clients know about our status page. In the event of major outages or issues we endeavour to keep this page updated so it’s worth bookmarking. You can check it on our website (www.magrathea-telecom.co.uk) or go direct to www.magratheastatus.com which is hosted externally from our network.
Nuisance Calls
Despite making a concerted effort to stamp out scam and nuisance calls on our network, as a wholesale provider this remains an ongoing battle. Increased monitoring and enhanced due diligence checks do appear to be having some impact however and we have seen the volume of complaints reduce again.
Mindful that Ofcom have the right to withdraw number ranges from a range holder if they have significant concern over nuisance calls originating from a particular number range we will continue to take every reasonable step to ensure our ranges are not involved with scam or nuisance calls, so please do bear with the team if you are contacted to carry out additional due diligence checks on you or your customers.
If you have any questions about telecommunications fraud or would like to use any of the additional authentication or limited tariffing options we offer, please contact support@magrathea-telecom.co.uk.
Emergency Services in Ireland
In addition to access to Emergency Services in the UK, our service enables you to offer your users the ability to make emergency calls from their VoIP devices to the Emergency Services in the Republic of Ireland. We can handle both the emergency services calls themselves, as well as the submission of location information to the ECAS database. If this service is of interest to you please do get in touch.
Ofcom Consultation
We mentioned in our May news that Ofcom launched a new consultation relating to CLI authentication. You can see our thoughts on this here and our response will be published on the Ofcom website in due course. Ofcom will be attending the Comms Council UK Summer Forum this week to discuss this further so we may have more to report next month but otherwise the next consultation on this topic isn’t due until 2024.
Gaining Provider Led Switching & Porting
There is still lots to resolve before industry can properly meet the new requirements for a full GPL process, for the latest progress please keep an eye on the FCS website as they are hosting the industry business process on their website.
For the residential, One Touch Switching, visit Totsco
We will share more specific details once things start being firmed up.
Introducing our new team members
We are delighted to welcome two new team members this month. Tim Watson joins us in a developer role with a focus on core systems and processes and Maria Bonnett has stepped into the role of Business Development and Marketing Assistant. Both roles are key to our growth and we have been lucky to find two such keen and skilled people to join us and be contributing immediately.
What’s on our minds…
This month it’s been all about survey results! Our business year runs July to June so the survey was perfectly timed to feed into our business plan for the new year. We have been going through all the comments and feedback and seeing how much we can address over the coming months. Watch this space!
As always here at Magrathea we appreciate your comments and feedback, if there is anything you would like to contact us about, or you would like to opt out of receiving future newsletters, please email info@magrathea-telecom.co.uk
Kind regards
Magrathea
The information contained in this guidance is for your information only and is not intended to be relied on. It does not constitute legal professional advice, nor is it a substitute for you obtaining your own legal professional advice. Magrathea accepts no liability whatsoever for any errors, omissions or statements in this guidance or for any loss which may arise from your use of this guidance.