MTN Irancell believes that two factors contribute to a high quality of services:
1. Agent friendliness and efficiency
2. Product cost and Call Centre convenience
Our customers can simply dial 700 to be connected to the call centre.
All you pay is the once off call set up fee, and the rest of the call is free
Service is available 24 hours a day, 7 days a week
The Dealer Helpdesk is open between 08:00 to 23:00 daily. Just dial 728 from your portal number or 09377280000 from your sub number.
Furthermore, we believe that customer satisfaction is based on three additional factors:
1. Access, including the agent's communication skills.
2. Timeliness, including the agent's resolution of queries.
3. Quality, which includes the accuracy, consistency and comprehensiveness of the agent's advice, in addition to the knowledge and politeness of the agents.
All agents have attended the MTN Irancell Training Academy where they have been trained on product knowledge, soft skills etc.
Our agents are also given weekly refresher courses.
MTN Irancell has deployed state of the art Technology from Huawei IPCC and emphasis is on automation. The Huawei IPPC system provides automatic call distribution (ACD) that queues all incoming calls and automatically distributes them to the next available agent. The agent can be selected by specialist handling area, the amount of time since their last call or any other management determined criteria. Not only does this increase the operating efficiency but it also allows a large degree of management control over employees' working practices.
Another distinct characteristic of our Call Centre is the high level of agent surveillance provided by computer Telephony Integration (CTI) system which facilitates electronic evaluation. This provides MTN Irancell's management with constant data on agents productivity and performance. 'Hard' data like the number of calls taken and amount of errors, and 'soft' data, like the sales techniques and tone of voice used, are the basis for service evaluation.
|