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Identifying customer satisfaction: Customer Relationship Management) CRM) or Call Centre (CC)

engineer — Fri, 05 Feb 2010 16:28:45 +0000

Telecommunication Company should have a strategy how they will implement many kind telecommunication ideas and innovation indeed such asÂ mobile internet service (CDMA1x, GPRS, 3G, EVDO) to their customers. The things that they have much concern during deploy such services are international bandwidth capacity, Radio Frequency (RF) occupancy and the backbone utilization to connect the entire of region which has this service. Telecommunication Company will plan to deploy the network infrastructures and make sure that they have enough resource to cover current subscribers and still capable to handle to high traffic while their subscribers growing fast. Telecommunication Company can say that they have a good performance of mobile internet service while those resources above (bandwidth, RF and backbone) are always available to handle many innovation of telecommunication services
Survey to subscribers used to be done by Customer Relationship Management (CRM) or Call Centre (CC) department. They are responsible to maintain the subscribers and providing answers to any question and complaint coming from subscribers. Survey to subscribers need to be done periodically to identify if the service and product they have been launched to their subscribers are still response well or not. by Customer Relationship Management) CRM) or Call Centre (CC) team can collect much information from them. The information they can collect to identify the mobile internet service are;

1. How fast mobile internet service they can get during access to internet
2. if the tariff is too expensive or fair
3. if they often experience network problem that influence their activity to access to internet
4. How many time per day they spent to surf using mobile internet service
5. if they experience difficulty while they want to call the customer care to resolve a problem on their mobile internet service
6. are the service important to them or not
7. how much the service supporting their activity
8. And the last question, are they satisfied enough with the current service?

And to complete the survey lists, we can ask the subscriber to suggest anything to the Telecommunication Company to improve telecommunication services

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Why telecommunication companies need customer care?

engineer — Fri, 15 Jan 2010 05:01:48 +0000

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 â€œonline surveyâ€ 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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Customer Service, Premium Service

engineer — Fri, 04 Dec 2009 02:13:30 +0000

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 subscriberâ€™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