Telkom installs new system to improve customer response time

Jeez, I wish I had 0.01% of all the money Amdocs has received so far. They've been here since 1997 (start of the CC&B Flexible Billing project), and here's the clincher: Telkom pays Amdocs to house EVERY SINGLE ONE of their Israeli in-country employees to stay in a secure estate. We're talking about R10000+ per month rental per person here, people, and the last I saw, there were 30 of the buggers installed at Sancardia. G*d knows how many now....
 
Telkom signed a deal with Amdocs, a U.S. software service provider, to install their trouble-ticketing software in an attempt to speed up response time to customer complaints.
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This annoys me... "Proudly South African" and "Telkom signed a deal with Amdocs, a U.S. software service". There are many local companies that do the same sort of products. ... What happened to investing in South African companies?!?!?! Utter crap anyway, Telkom! you need people with an IQ of more than 3 in management, not software!

But now I see what the definition of Customer Centric.
Customer Centric = Trouble ticket Number
 
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It's all fine and well having a decent backend, but it's the frontline people that's the problem most of the time. Half of them are complete f**kwits.
 
RichardP said:
This annoys me... "Proudly South African" and "Telkom signed a deal with Amdocs, a U.S. software service". There are many local companies that do the same sort of products. ... What happened to investing in South African companies?!?!?! Utter crap anyway, Telkom! you need people with an IQ of more than 3 in management, not software!

But now I see what the definition of Customer Centric.
Customer Centric = Trouble ticket Number
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Took the words straight from my mouth.
 
With Molotsane’s ambitious broadband penetration plan of around 680 000 new fixed lines by 2008, an increase in staff will become necessary at some stage.
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No. No. No. 680 000 by 2008 IS NOT AMBITIOUS!. They want us to think its ambitious so it looks like they're doing something about their apalling broadband services. By rehashing that BS, you're doing Lulu's job for her. Take a look at the discussion here http://mybroadband.co.za/vb/showthread.php?p=369079#post369079 they can do 680 000 at their present rate without it costing them a cent.

MyADSL needs to take the line that 3 years to get 680 000 users is a national shame. We need millions of (proper) broadband users.
 
Proudly unSouth African

Proudly South African is an exciting campaign to promote South African companies, products and services which are helping to create jobs and economic growth in our country
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This is a blurb from the Proudly South African website - maybe the people behind this initiative must send out a monthly email with this statement to their members (esp. old Telkom), just in case they forgot this!
 
ROFL, is this a comedy?

I always thought that good customer service was when the customer was happy, even if a service took 6 years to supply. EG: Offering a free trip to space but you know that it's going to take 6 years to prepare for it.

But I must be wrong, good customer service is when you screw your customer by not delivering a product that you claim is at the internationaly recognised level of service that every one knows that it's not, using a company thats not South African to design your system so that your customer's family is going to stay unemployed, which you layed off earlier to 'boost profits', and GIVE HIM A TICKET when he calls.

Why the hell do they put technical retards in such high levels of technical power? Ivy you're a teacher not a technical leader, go home, you're stuffing things up!
 
Telkom disconnects a customer far quicker than it connects one so perhaps they want to improve their disconnection rate.
 
I reported a fault last week Wednesday (23/11/2005). The fault was resolved 5 hours later and I reported the resolution then to the helpdesk. Today (29/11/2005) I get a phone call that the technician will be in my area and he needs directions. So I can surely claim a credit for 5 days no ADSL from my line rental from Telkom. It is a wonderful country we live in and no wonder a new trouble management system is needed by Telkom.
 
lewstherin said:
Unless the new system involves hiring call centre agents that speak truthfully and think logically, its a waste of time and money.
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Yes, their line of questioning will have to include a bit more than 'What router do you have'
 
The only customer service I want from Telkom is a MAJOR reduction in their prices, particularly coming inline with global trends!

:cool:
 
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