Why telecommunication companies need customer care?

Each telecommunication company plan to get as many as subscribers through several ideas and innovations of telecommunication services they have been launched. More subscribers they have mean more revenue they will gain but as at the same time more complaints will come to their customer care. There is much kind of methods while Telecommunication Company plans to introduce the ideas and innovation of telecommunications services. Some of them will deploy a sustain network infrastructures to make sure that all sessions from subscribers will be served by their network. Meanwhile some telecommunication companies prefer to introduce the product and service of telecommunication ideas to the market by existing network infrastructures and once they responded well by their mobile telecommunications subscribers they start to deploy massive network infrastructures
The point is how to reduce complaints from subscribers while their product and services of telecommunication ideas has been in the market. Subscribers will keep complaint while they notice that they have poor performance service for long time although have complained before. The root cause of problem could be in many points e.g. three parties which can not be controlled by telecommunication but subscribers will not aware about it all. They only care that the telecommunication service they have been introduced should run well.
Therefore, at the same time, if Telecommunication Company has more subscribers, they will deploy more customer care branch or increasing the people who handling the complaints. Actually customers care has many functions but it refer to complaints handling since subscribers usually will call them once they got a problem. The main functions of customer care are;
1. Subscribers awareness
Usually periodically they will update the new and existing the ideas and innovations of telecommunication service they have to their subscribers so then subscribers will aware and are interested to subscribe, register or join to the new and existing telecommunication services
2. Maintain the subscribers.
This is also periodically action they will take to maintain their subscribers especially to prepaid subscribes which has expired time status and suggest them to top up the balance.
3. Customers satisfaction.
They responsible to give customers satisfaction while they call him to any purpose related to the telecommunication services
4. Survey.
They also can do “online survey” to get more information from subscribers about their service, pricing etc
5. Complaint handling
Giving an answer the to any complaint coming to them and understand well by their subscribers

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Danilo Furna

February 3, 2010 at 8:44 pm

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