![]() Resource Accumulation: Easycard resources were not being accumulated upon re-subscribing through a different channel (i.e.Here is a list of some prominent customer pain points which were recently resolved after lots of complains from the customers: They have in the past significantly reduced their call volume by solving different customer pain areas.Ĥ2% prepaid queries call volume reduction vs Year ago & 61% postpaid queries call volume reduction vs Year ago because of speedy customer complaint resolution. “Telenor SmartTunes lets your friends and family listen to your favorite tune every time they call you.”Įliminating Customer Pain Points, Providing Speedy Response:Ĭustomer pain point resolution is Telenor’s primary objective. And in most cases, customers call to set different Smart Tunes. Customer complains around network issues are roughly 10% of the time. However, the Telenor reps shared an interesting fact around this. Generally, everyone thinks that all these customer support helplines must be full of network or 4G issues. In this particular center, they had employed over 150 employees working in about 5 different shifts and were divided into teams for different Telenor services i.e. ![]() This facility handles all the customer service phone calls for Telenor. The first part of our tour was a visit to one of Telenor’s Service Centers. They offer the following services to Telenor customers: You will be able to soon spot one of these booths at malls, hospitals etc. ![]() This is a one stop shop and an accessible solution for all customers’ retailer and franchise needs. The booths are deployed in 9 cities and Telenor aspires to roll out these booths nationwide by the end of 2019. These booths started out as a pilot in 2018 and are now widely rolling out. Since Telenor service centers were shut down in 2017, they started working towards a new pilot project of introducing self-service booths for customers. Socially Devoted award due to active social listening in Q2 & Q3 went to Telenor Pakistan, which is directly aligned with our shout that Telenor Hears You!.No.1 Facebook brand in terms of interactions (September).Successful and interactive fortnightly live sessions on Telenor Sacha Yar are conducted, in order to hear the voice of the retailers. Telenor Sacha Yar is a Facebook group for retailers where retailers from across Pakistan share their issues and complaints. +200% increased engagement on Telenor Sacha Yar in the month of March till November.Here are some points which reflect that with time the digital teams at Telenor have improved on how they listen to customers and solve their issues instantly: Telenor engages with its customers on all social media channels and tries to understand each and every customer query, so that instant resolution can be provided. On average 90% customer complaints are resolved within the communicated Turn Around Time (TAT) and rest are resolved with additional TAT – making Telenor’s success ratio to 98%. Hundreds of franchises & retailers all across the country.Telenor Self Service booths (explained later below).The customer support team has provided several ways for the customer to connect with them: Escalation of a complaint is only required with certain special complaints. Most of the primary fixtures are available at the frontend of the customer support agent, and as a follow up, Telenor connects with the customer during the complaint journey with SMS and call backs. Telenor has advance system checks for accuracy of complaint handling. That is a big feat for a mobile operator that has been constantly introducing new services and improving their existing ones at the same time. This number has been reduced to about 30,000 calls per day. Just two years back, Telenor used to get about 100,000 phone calls to their custom support centers every day. Rather than pushing out features that customers will have to use, they have developed and worked towards offering customers a wide variety of services that they can choose to use or not. Telenor’s entire focus is around their actual user, the consumer. They have a subscriber base of over 43 million who are all connected by 11,300 network towers. ![]() Telenor is the second largest mobile operator with a footprint spanning throughout the country, covering about 80% of Pakistan. I had a first-hand experience of how they deal with customer complaints to resolve them and what is done at the backend to make that possible. Last week, I had the immense pleasure of visiting one of Telenor’s customer service centers and their head office in Pakistan.
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