Customer Service, Premium Service

The quality of telecommunication service which provided by telecommunication companies can be identified with how mobile telecommunication subscriber can get much satisfaction while they accessing to the telecommunication service e.g. call service, SMS and wireless or broadband internet service. Better quality of telecommunication service will produce increasing on the mobile telecommunication subscriber’s demand and vice versa. Performance of telecommunication service is the key point to achieve high revenue

Performance of telecommunication service can be determined by how many calls come to customer service desk for many purpose. Percentage of calls from mobile telecommunication subscriber will describe how the performance of telecommunication service. There are many reasons why mobile telecommunication subscriber calls to customer service such as asking about the new product and service, billing information, technical procedure and complaints. If percentage of complaint which come to customer service is quite high than telecommunication companies have poor of telecommunication service and vice versa

Most of cases while mobile telecommunication subscriber make a call to customer service, they will be responded by answer machine (IVR: Interact Voice Response), busy tone, can not be reached, take a long answer (waiting for so long) and unsatisfied response from the agent. In the simple word, we can not get satisfied answer while we do complaint or ask many things about telecommunication service.

The new idea according to the customer service is providing premium service to the mobile telecommunication subscriber while they make a call to customer service. Telecommunication Company will assign certainty tariff while they ask something, complaint etc. Customer Service with premium service will guarantee that each call come to them will be responded quickly since it will be answered directly by customer service agent. Customer Service with Premium Service is also served by agent who understand much about each of telecommunication service

I think mobile telecommunication subscribers will not mind to pay while they make a call to Customer Service with Premium Service as long as they get satisfaction. Actually, in this case, telecommunication companies still have traditional customer service which responded by Interact Voice Response (IVR), take a long time to get solution etc. Customer Service with Premium Service is a kind of new telecommunication service which provide nee experience for the mobile telecommunication subscribers while they make a call to the customer service

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