Telkom - unable to boost cap on a weekend !

[MickeyD]

We have investigated this in the past, but typically this ends up requiring buy-in from some other department who has some legacy 'Voucher Management System' (e.g. the one used for WorldCall cards) with legacy interfaces etc. Some recent improvements may have made this more feasible, but it will still take some time to implement this if it is feasible.

I know

Good luck with that one!

 

[ranger]

So when will the call centre staff ever become more efficient?

Hmm, wrong question. The better question is "When will customers not need to speak to call centre agents for everything?" Unfortunately, I can't give an exact answer.

Instead of them being message takers, why not have capable staff that can deal with the faults? Must admit that TI were pretty jacked up in this regard and that my comment is aimed squarely at the technical interface. I've not had a TI fault for some time so I cannot rate them on a recent experience.

The call centre staff have the ability to directly address any customer-specific issues (except abuse/fraud-related ones) on email and access (ADSL) accounts.

However, the original problem was due to 1)A failure with a 3rd-party, 2)Problems with the enterprise middleware layer used to communicate with the 3rd party after their systems were restored. There is now way the call centre staff would have been able to resolve it, but they do have access to log tickets that will (and did in this case) lead to resolution of the problem.

What proportion of the call centre staff are temps or contract workers?

How successful has the 10210 (one contact number) been in terms of time to answer calls, dropped calls, etc.?

I will try and get some answers from the call centre manager.

 

[onerb]

Or if so, should enable 'Cap Management'. However, this does require manual approval to have the feature, but once you have the feature you can set your own cap (up to 20GB to 50GB, depending on the account).

I cannot enable it as the site gives script errors and hangs all the time. The staff said the site is offline. I have now been on the phone again since 8:20, it is now 8:40.

 

[onerb]

Here is the error the site gives - A script on this page may be busy, or it may have stopped responding. You can stop the script now, or you can continue to see if the script will complete.

Script: https://secure.telkomsa.net/titracker/include/scripts/lib/log4js.js:619

8:50 and still holding for the call centre to answer. WTF

 

[onerb]

It cant be the staff that is not allowing calls to go through to that department. Some einstein forgot to enable the switchboard for that department or they have a massive failure on the switch board. To get through to other departments work so I will opt for the first option.

WHen I reach the other department they claim they cannot help and put me on the holding line for eternity.

This is horrible service and I can understand why telkom is not on hellopeter as a company that responds, they would need a whole department for that too and it would probably be dysfunctional as well.

 

[onerb]

After holding on for 40 minutes I spoke to a guy, didnt get his name and he just dropped the f(*&ing phone in my ear. I am cancelling all my data requirements from telkom immediately.