Mobile network call centre helplines tested

[Jan]

South African mobile operator helpdesk testing — with surprising results

A recent mobile operator helpdesk test by MyBroadband revealed that it takes less than 3 minutes to get to an operator.

Many people complain about long holding times when calling their telecoms provider, especially for technical faults.

 

[Thor]

Does the query get resolved though...

Quick to a human who can't help is different than a human that can help.

 

[Obronie]

They must do the same with some Hosting and ISP companies. Domains.co.za service is unbelievable in terms of speed, solving your problem and going the extra mile. A few others not so much.

 

[randomcat]

Does the query get resolved though...

Quick to a human who can't help is different than a human that can help.

I called MTN and after explaining the problem the lady on the other end said she doesn't know. She then hung up on me

 

[6spdmanual]

They must know you’re the ones calling. No way Cell C (which I believe is the worst mobile network operator in SA) is that fast.

 

[Thor]

I called MTN and after explaining the problem the lady on the other end said she doesn't know. She then hung up on me

Sounds about right

 

[McGuywer]

I never knew you could phone Rain.

 

[bef0k]

Does the query get resolved though...

Quick to a human who can't help is different than a human that can help.

My thoughts exactly. MyBB missed an opportunity here. Customer Satisfaction is a far more meaningful indicator of success than simply time to answer the phone.

 

[now05ster]

Does the query get resolved though...

Quick to a human who can't help is different than a human that can help.

100 percent. First call resolution is a metric used in some contact centres for this specific reason.

Interesting article, though. Very surprised about Rain's performance (unless that was switchboard answering).

 

[markings]

I recently posted failure report to Telkom via their website and asked that an operator will call me back. Within a fairly short time I actually did get a call and they resolved the issue.

 

[Binary_Bark]

Telkom

081 180

3

2 minutes 42 seconds

Only surprise there is it took as little as 2min42 usually it's longer, then you have to spend 30min trying to explain to someone where Durban is how to spell it and many other such irritations, then finally getting to cancel your service only to be continued to be billed a year or two later. Then more calls of people that can't spell or seem to speak any type of language nor understand it

 

[We Love Bass]

The trick I use is to call when Ramaphosa is addressing the nation,they answer in 00.2 seconds lol