-
Join the MyBroadband community
South Africa’s biggest forum. Discuss, discover, and connect with thousands of members.
-
Question of the Day: What's the most interesting small town you've visited in South Africa?
155 helpdesk
- Thread starter bodhi
- Start date
AirWolf
Honorary Master
Super bunch of lads & lassies.
Had a hiccup - they sorted it out for me in a jiffy
Don't remember the chap with whom I dealt , but he helped me in a very helpful manner.
I hardly ever call 155 (last time must have been over a year ago). But sure they are a friendly helpful bunch
Super bunch of lads & lassies.
Had a hiccup - they sorted it out for me in a jiffy
Don't remember the chap with whom I dealt , but he helped me in a very helpful manner.
If their Solution to every problem is a Firmware and/or Software Upgrade, then sure, they're pretty helpful
(Note the Sarcasm)CellBel
Expert Member
Super bunch of lads & lassies.
Had a hiccup - they sorted it out for me in a jiffy
Don't remember the chap with whom I dealt , but he helped me in a very helpful manner.
I agree with you. I phoned 155 for help today and the VC guy was very helpful. A+
AirWolf
Honorary Master
@Iam3g, there is only so much someone can help you over the phone with without physically checking your setup. Also how are they supposed to know what each person's level of knowledge is? They are doing the best they can within the given constraints.
I 2nd that if they cannot assist telephonically the query gets escalated to the back office engineers e.t.c..
Superb bunch of guys i like the cape town call centre tho
vodacom3g
Vodacom Representative
Can all the 155 reps please stop posting now!
But, seriously, manning a call desk is one of those jobs that seem simple at first glance but comes with a huge number of challenges, most of them on the 'soft' side.
For example, how do you keep a highly skilled, technical resource motivated when the bulk of calls are from often very (non-technical) callers. Those techies amongst us will agree with the 'dynamic tension' so often seen in trying to do technical support. I know, I would loose my cool after the Nth call for the same info.
It's easy to say, it must just be done, but remember we're working with humans talking to humans here and with that comes challenges that would make Freud run away.
Having said that, 155 is doing well, with over 70% of all calls answered in the first 20 seconds and something like 80% of calls completed on first call.
But it's a challenging environment, especially on the training side as new staff is constantly introduced.
But, seriously, manning a call desk is one of those jobs that seem simple at first glance but comes with a huge number of challenges, most of them on the 'soft' side.
For example, how do you keep a highly skilled, technical resource motivated when the bulk of calls are from often very (non-technical) callers. Those techies amongst us will agree with the 'dynamic tension' so often seen in trying to do technical support.
I know, I would loose my cool after the Nth call for the same info.It's easy to say, it must just be done, but remember we're working with humans talking to humans here and with that comes challenges that would make Freud run away.
Having said that, 155 is doing well, with over 70% of all calls answered in the first 20 seconds and something like 80% of calls completed on first call.
But it's a challenging environment, especially on the training side as new staff is constantly introduced.