iBurst is concerned about the negative comments about our service offering that have been posted on MyADSL recently, especially as all reliable indications are that our service levels, infrastructure and product offering have vastly improved.
Our churn rate is one of the lowest in the industry and this has enabled us to grow our subscriber base to around 75 000 customers at present. From one base station in Johannesburg we now have over 250 nationwide. The average time it takes our call centre to answer a call is now at a healthy 20 seconds after sitting at one minute and 53 seconds at the start of this year. Queries are usually resolved in five minutes.
The reason we mention all of this is to emphasize that all of the improvements we have made to our business since the substantial restructuring of a few years ago have been made with the customer in mind and they appear to be paying off, even though sometimes we slip up.
With regards to some of the specific issues raised on this site recently, the comments about our accounts / retentions department are, we believe, rooted in the past as iBurst did have issues with our billing and other internal systems but these have been resolved after a thorough internal audit.
In addition, iBurst has put in place policies and procedures aimed at enabling the quick resolution of queries via our own website.
Regarding migrations, readers will be pleased to know that online migrations are now live and simple for customers to use. This should radically streamline the process from now on.
Our technical helpdesk is indeed equipped to assist customers and our call centre statistics show that contact centre agents are able to resolve most queries over the phone. We believe concerns about technical problems emanate from the recent East Rand incident which saw network problems being experienced for an unusually long time because we battled to determine the cause. Usually, incidents affecting a large number of subscribers are proactively communicated and the resolution time is explicitly stated.
We hope we have managed to allay readers’ concerns. We would like to conclude by emphasizing that any commercial organisation is a work in progress and we will continue to work harder at getting iBurst to pole position in the excellence stakes.
Our churn rate is one of the lowest in the industry and this has enabled us to grow our subscriber base to around 75 000 customers at present. From one base station in Johannesburg we now have over 250 nationwide. The average time it takes our call centre to answer a call is now at a healthy 20 seconds after sitting at one minute and 53 seconds at the start of this year. Queries are usually resolved in five minutes.
The reason we mention all of this is to emphasize that all of the improvements we have made to our business since the substantial restructuring of a few years ago have been made with the customer in mind and they appear to be paying off, even though sometimes we slip up.
With regards to some of the specific issues raised on this site recently, the comments about our accounts / retentions department are, we believe, rooted in the past as iBurst did have issues with our billing and other internal systems but these have been resolved after a thorough internal audit.
In addition, iBurst has put in place policies and procedures aimed at enabling the quick resolution of queries via our own website.
Regarding migrations, readers will be pleased to know that online migrations are now live and simple for customers to use. This should radically streamline the process from now on.
Our technical helpdesk is indeed equipped to assist customers and our call centre statistics show that contact centre agents are able to resolve most queries over the phone. We believe concerns about technical problems emanate from the recent East Rand incident which saw network problems being experienced for an unusually long time because we battled to determine the cause. Usually, incidents affecting a large number of subscribers are proactively communicated and the resolution time is explicitly stated.
We hope we have managed to allay readers’ concerns. We would like to conclude by emphasizing that any commercial organisation is a work in progress and we will continue to work harder at getting iBurst to pole position in the excellence stakes.