Telkom explains call centre mess

So basically unions again.

Even though the action is illegal.

Can we arrest them? Can they be summarily dismissed? Plenty of people would LOVE to work in a Telkom call centre.
 
Customers with Internet access can log a fault or use the chat service at www.telkom.co.za. Alternately, users can SMS “service” to 30591, or email [email protected].

Not sure about the email option, I've been under the impression that 10210 was the new "Number of the beast" for a while now :D
 
Mmmm I see lawsuits against them after retrenchments and if not offering the retrenched the jobs first.

I must say and it pains me to say it (because I hate anything parastatal/government related) that I have reported 3 faults online in the last 10 days and every one of them received attention within 24 hours and I got calls the same day except yesterday being Sunday.
 
Hemi300c said:
Mmmm I see lawsuits against them after retrenchments and if not offering the retrenched the jobs first.

I must say and it pains me to say it (because I hate anything parastatal/government related) that I have reported 3 faults online in the last 10 days and every one of them received attention within 24 hours and I got calls the same day except yesterday being Sunday.
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That's interesting. I would have liked more depth in this story because my experience with call centres is they could be related to either (or both) staffing (as Telkom claims here) but also to specific network issues (or accounts issues). It may be that your area has a low incidence of faults (so easily rectified) whereas other areas have network issues causing widespread problems, so leading to multiple calls and a backlog. I'm thinking of storms and lightning, the new ADSL system etc.
 
And perhaps a increase in calls created by Assia
 
There must be something wrong with their online store as well. I ordered an iPhone 5s online a month ago. I received a reference number and a "consultant will be in touch with your shortly" message. Needless to say, I am still waiting. I also did an online upgrade of my line to 20mbps about 2 weeks ago. Nothing happened. Seems the wheels are coming off.
 
So Telkom own and employ these call centre personnel? I always thought it was an outsourced serviced whose job was logging and following up on logged cases. It'd make sense to outsource it as I assume the people employed there aren't capable of resolving technical queries.
 
Please hold, we are searching for a new call center operator to take your call

R13... said:
So Telkom own and employ these call centre personnel? I always thought it was an outsourced serviced whose job was logging and following up on logged cases. It'd make sense to outsource it as I assume the people employed there aren't capable of resolving technical queries.
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As far as I can tell, Telkom has managed to outsource these poor people, and they haven't yet realised that when they go on strike, they sink the little outsourced ship that they are floating in.

Someone is going to make up some "labour law" to make sure that letting go of the company that had the bad taste to employ CWU members is illegal.
 
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R13... said:
So Telkom own and employ these call centre personnel? I always thought it was an outsourced serviced whose job was logging and following up on logged cases. It'd make sense to outsource it as I assume the people employed there aren't capable of resolving technical queries.
Click to expand...

This is what they are in the process of doing.
 
The poor service in the call centers has been going on for months not weeks.
They are blaming the staff for their own cock ups .
Not renewing 480 call center staffs contracts and expecting business as usual , now that is just plain stupid .
 
FNfal said:
The poor service in the call centers has been going on for months not weeks.
They are blaming the staff for their own cock ups .
Not renewing 480 call center staffs contracts and expecting business as usual , now that is just plain stupid .
Click to expand...

Months? isn't it more like years?
 
Chat option on the website, pffft sure if worked.

I wish they would setup a proper online service CP, where you can cancel, buy, upgrade services all online.
 
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Even if one logs a fault online or via social media, still someone needs to attend to that ticket and escalate it so you still hit the same brickwall
 
Self-service please

Freak_c said:
Chat option on the website, pffft sure if worked.

I wish they would setup a proper online service CP, where you can cancel, buy, upgrade services all online.
Click to expand...

How about some self-service capability? Just giving ADSL customers the ability to do a port reset would take call volumes down. The current SMS option is okay for fault logging, but doesn't help if you want a line tested or a port reset.

Re Assia: my experience is that ADSL noise margin is highly time of day dependent, so unless the system bases its decisions on worst-case data over 24 hours or more, it's going to set line speed too high for consistent connections. Comments?
 
FNfal said:
The poor service in the call centers has been going on for months not weeks.
They are blaming the staff for their own cock ups .
Not renewing 480 call center staffs contracts and expecting business as usual , now that is just plain stupid .
Click to expand...

+1 didnt read thr article but i agree, all the issues started when they let those 480 staff leave...
 
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