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 as 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

Telecommunication Ideas » Customer Relationship Management (CRM)

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

Incoming search terms for the article: