How to make Telkom better

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Brenden_E

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Hi All,

I've recently joined Telkom, and I'd very much like to help make things better. There's new management and they are open to changing things if the ideas are good. I've got a few things I'm working on, but thought I'd ask around for some input.

What is the one thing you feel Telkom can do to make itself better? I'm referring specifically to online/technical services. So for instance, if you could have a control panel, what would you like to control? If there was a shop for new Telkom products, what/how would you like to get that information.

I know we all like to complain about Telscum, so here's your chance to make it better!
 
Give Call Centre agents proper training and make sure they have basic computer and internet knowledge.
 
And make sure that calls aren't closed without being attended too. Have a option on the customers online portal (if Telkom has one) that shows customers logged calls and allows one to dispute the validity of "resolved calls" for up to three days (have such at work and valid disputed resolved calls count against our PNP targets).

Also allow customers to reset their ADSL ports via this portal.
 
Allow customers to do port resets on their own, and view line stats via an online control panel. Afrihost does this for their customers who've migrated their lines over to them, via an API provided by Telkom Wholesale. There is no reason why Telkom Internet cannot do this as well.

I could suggest more things to do, but they all basically boil down to copying Afrihost's Client Zone.
 
Saajid said:
Allow customers to do port resets on their own, and view line stats via an online control panel. Afrihost does this for their customers who've migrated their lines over to them, via an API provided by Telkom Wholesale. There is no reason why Telkom Internet cannot do this as well.

I could suggest more things to do, but they all basically boil down to copying Afrihost's Client Zone.
Click to expand...

couldnt agree more! and maybe like online techincal help - like a live chat and this way can as well record it etc.
 
Saajid said:
Allow customers to do port resets on their own, and view line stats via an online control panel. Afrihost does this for their customers who've migrated their lines over to them, via an API provided by Telkom Wholesale. There is no reason why Telkom Internet cannot do this as well.

I could suggest more things to do, but they all basically boil down to copying Afrihost's Client Zone.
Click to expand...

This is one I thought of too! I love the afrihost console / self help portal; it's brilliant.
What I'll do is I'll actually upload some of the designs I have in mind for the portal to display the functionality and flow, and you guys can let me know what you think.

Sunbird I think it would be really cool if you make a call it automatically gets logged into your client zone as a ticket that you can follow and respond on.
 
Hi

Reduce the dependency on the telkom stores.

Have a simple way of doing number porting. Currently this is only in store. cell c supports number porting via sms
broader range of phones available via telkom mobile.
more stock availability.
mobile app that allows airtime, data and prepaid purchase. log and track faults and orders.
allow customers to view and query all interactions with Telkom.
availability of telkom deals via other stores/retailers.
better trained staff and more staff in stores
more stores.

more converged product offerings: mobile,adsl and wifi data offerings. also bundles with voice
streaming video offerings - perhaps partnerships with amazon/netflix/hulu etc
sim sonke pricing on contracts
 
Fix the billing system. Fix it properly. I have been having billing problems from the time I took contract 2 years ago.
 
eboo said:
Hi

Reduce the dependency on the telkom stores.

Have a simple way of doing number porting. Currently this is only in store. cell c supports number porting via sms
broader range of phones available via telkom mobile.
more stock availability.
mobile app that allows airtime, data and prepaid purchase. log and track faults and orders.
allow customers to view and query all interactions with Telkom.
availability of telkom deals via other stores/retailers.
better trained staff and more staff in stores
more stores.

more converged product offerings: mobile,adsl and wifi data offerings. also bundles with voice
streaming video offerings - perhaps partnerships with amazon/netflix/hulu etc
sim sonke pricing on contracts
Click to expand...

The Mobile app is an interesting idea. Would you save the client's credit card details and allow him a 1 click where he can recharge? That to me would seem the most useful. Another interesting dilemma is do you allow the app through the firewall so someone that is capped / has no credit can recharge?

I've walked past some telkom mobile stores and they appeared pretty empty. Any reason you say more staff in stores - personal experience? Personally I would prefer to do everything online. Buy what I want and have it delivered. I'll mill over some of these other ideas and hear what the guys say.
 
+1.
My calls were closed 3 times without even contacting me.
supersunbird said:
And make sure that calls aren't closed without being attended too. Have a option on the customers online portal (if Telkom has one) that shows customers logged calls and allows one to dispute the validity of "resolved calls" for up to three days (have such at work and valid disputed resolved calls count against our PNP targets).

Also allow customers to reset their ADSL ports via this portal.
Click to expand...
 
Mr K said:
+1.
My calls were closed 3 times without even contacting me.
Click to expand...

Maybe to sort this out, the agent has to specifically state on the ticket that the call was closed, or otherwise it gets marked that the client has to be called back. Those jump back into a que to be serviced. Sounds good?

Edit: Yea I like the idea that you can reopen a ticket to dispute if it's been closed. System should log a review to the fool that closed it improperly so he can get a wrap on the knuckles. Might also motivate the support staff to actually sort out the issue.
 
Last edited:
How about a road map displaying an online listing of the areas that are to be upgraded in the near future together with the expected dates and then some progress updates as the upgrades happen? This way we can at least see if either a) we're even ear-marked for an upgrade (I understand they're targeting higher volumes so our area may not even be considered for an upgrade the next 30 years or something) and if a then b)when we can expect said upgrade.

Hell even if they just put this info down on the dsl checker thing then I'd be happy...now I just have no clue if and/or when we'll get the upgrade.
 
I would prefer doing things online as well. However the majority of people in SA still like going to a store.

With regards to the app, for contract customers this is not an issue. for prepaid customers, allow the possibility of linking credit cards, direct deposit/ payment mechanisms. I personally use the FNB app as it allows all mobile providers. However it does not allow telkom mobile data bundles for some reason.

with regards to the mobile app capping issue, it should be quite simple to allow your network to zero rate all traffic to a particular domain. This is assuming that you on the telkom mobile network.

I have been to the cresta telkom store a number of times. If I do not get there first thing in the morning then the level of service is terrible. not enough consultants and they dont really know whats available. also stock levels in the store is not good, especially for home phones.

A friend of mine has been trying to get stock of the S4 mini for the least two weeks with no luck - not from cresta though.

also the complaint about calls being closed without someone actually talking to me first has occurred to me a number of times
 
Brenden_E said:
Hi All,

I've recently joined Telkom, and I'd very much like to help make things better. There's new management and they are open to changing things if the ideas are good. I've got a few things I'm working on, but thought I'd ask around for some input.

What is the one thing you feel Telkom can do to make itself better? I'm referring specifically to online/technical services. So for instance, if you could have a control panel, what would you like to control? If there was a shop for new Telkom products, what/how would you like to get that information.

I know we all like to complain about Telscum, so here's your chance to make it better!
Click to expand...
The subject of how Telkom can improve in various aspects of its business both superficial improvements and underlying core business has been extensively covered on this forum. The previous batch of recommendations from guys included getting a rep on the forum as a big deal and this has definitely been a good recommendation to implement and it was well implemented. Obviously you aren't looking for the major strategic issue suggestions - although I'll creep a few in.

[1] Do Broadband's website needs to either (a) be redone in its entirety or (b) be properly complemented by a Telkom Internet website for fuddy duddies. Many of subscribers - and I suspect most of the higher end customers - are drawn to simplicity and "elegance" in these sorts of things and so Telkom Internet and Telkom Mobile are more "valuable" than Do or 8ta (well 8ta more)
So give me a Telkom Internet Services Webportal.

[2] Telkom's retail services need to be far better integrated across Mobile and "fixed line". The Webportal should cover Internet as a service independent of means of delivery. I should be able to purchase data for a the iPhone on my mix account and add additional TM (and frankly other providers as well, no reason not to act as a general reseller of data service products) accounts which I can purchase data bundles etc ... on my single postpaid Telkom account.

[3] Incorporate the Telkom Direct stores into the entire bloody exercise.
 
Yes.
But the problem is that some call centre agents does not let you re open the closed ticket. They always create a new one.
It happened to me.
Brenden_E said:
Edit: Yea I like the idea that you can reopen a ticket to dispute if it's been closed. System should log a review to the fool that closed it improperly so he can get a wrap on the knuckles. Might also motivate the support staff to actually sort out the issue.
Click to expand...
 
Paul Hjul said:
The subject of how Telkom can improve in various aspects of its business both superficial improvements and underlying core business has been extensively covered on this forum. The previous batch of recommendations from guys included getting a rep on the forum as a big deal and this has definitely been a good recommendation to implement and it was well implemented. Obviously you aren't looking for the major strategic issue suggestions - although I'll creep a few in.

[1] Do Broadband's website needs to either (a) be redone in its entirety or (b) be properly complemented by a Telkom Internet website for fuddy duddies. Many of subscribers - and I suspect most of the higher end customers - are drawn to simplicity and "elegance" in these sorts of things and so Telkom Internet and Telkom Mobile are more "valuable" than Do or 8ta (well 8ta more)
So give me a Telkom Internet Services Webportal.

[2] Telkom's retail services need to be far better integrated across Mobile and "fixed line". The Webportal should cover Internet as a service independent of means of delivery. I should be able to purchase data for a the iPhone on my mix account and add additional TM (and frankly other providers as well, no reason not to act as a general reseller of data service products) accounts which I can purchase data bundles etc ... on my single postpaid Telkom account.

[3] Incorporate the Telkom Direct stores into the entire bloody exercise.
Click to expand...

Hi Paul,

Thanks for the input. They are busy with a rework for all the Telkom sites. Personally, what I've seen I don't love. But there's no reason we can't rework a rework! :)

I doubt they'll allow you to add data from other providers. I can already see a manager getting a heart attack over this. Although, it is a damn good idea. This level of out of the box thinking I suspect is too far out of the box.

On point 3, I think it would be awesome sauce if you could create an online store where you can purchase everything and have it delivered. Or B, go and pick it up at your closest Telkom Direct store.

They have telkomshop.co.za which is pretty useless. It's one of the things I'm trying to make better.
 
Thanks Brenden,

Telkom really need to restructure its automated help system or self management via a ADSL console of sorts like most ISP do.

A place that I can reset my ADSL port without contacting the Call Centre or change my line speed and bandwidth requirements etc.

All this will save Telkom lots of time and money in their call centre and make the ADSL experience much better for more technical minded people who would use this feature.

Also call centre staff need to be trained more regularly with regard to the changes at Telkom - I probably know more about what happens at Telkom than the average Telkom Call Centre agent.
 
Mr K said:
Yes.
But the problem is that some call centre agents does not let you re open the closed ticket. They always create a new one.
It happened to me.
Click to expand...

I suspect they do this to stick to SLA's. We solved this problem in 1hour! Open another ticket, it's a different problem :)
If you allow the client to reopen the previous ticket (with an angry face) make sense to me it will deter this behavior.
 
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