Unprofitable Telkom Stores drag on the bottom line

Why dont they combine Telkom direct with Telkom mobile stores?
 
Maybe - just maybe - allow them to DO something.

They can't sort out any queries or even pay a Telkom bill onsite. Rude, incompetent staff that don't even know their own specials or promotions. What's the point?
 
This article made humorous reading because anyone braving these stores knows that it takes ages to get each transaction done - no wonder they are unprofitable, they are so slow.

Also, for many of the transactions they simply refer you to a seat with a telephone and you call the centre. They don't have systems access to resolve many of the issues.

Reason they don't combine the stores (although they actually do) is a mobile brand has to be young, happening, funky and telkom direct stores are mainly about an older clientele trying to resolve problems. The two objectives are at poles to each other
 
Many moons ago those stores were "Customer Service Branches", effectively a One Stop Shop where you could do all your business with a Telkom representative. These branches were all over the country, including many smaller towns.

Then Telkom decided to change them to a "Sales" channel and even tried to prevent customers from paying their Telkom accounts at the stores! A "hotline" was installed in a corner and, if you were not buying something, you were pointed to the "hotline" to do your business via a Call Centre.

In short, they became Client Disaster Zones. They would NEVER be "profitable" in pure financial terms - their worth was in establishing rapport with customers and ensuring that every visitor left the branch happy!

See the direct link to the proliferation of Telkom Call Centres?
 
Last edited:
entrepr said:
Also, for many of the transactions they simply refer you to a seat with a telephone and you call the centre. They don't have systems access to resolve many of the issues.

Reason they don't combine the stores (although they actually do) is a mobile brand has to be young, happening, funky and telkom direct stores are mainly about an older clientele trying to resolve problems. The two objectives are at poles to each other
Click to expand...

And they scratch their heads wondering my the stores arent profitable? Idiots.


I think their main profit comes from ADSL Filter sales.
 
You can't actually do anything in the stores though. I tried to change my debit order limit and they told me to call the call centre.
 
The Telkom Mobile stores are a pleasure, no queues, and they do actually help.

The normal Telkom store, got to agree with Dolby above; "allow them to DO something."
 
Telkom shop in St Georges Mall,Cape Town is very good.Staff helpful.Have taken a few clients there to sign up for adsl.
 
MickeyD said:
Many moons ago those stores were "Customer Service Branches", effectively a One Stop Shop where you could do all your business with a Telkom representative. These branches were all over the country, including many smaller towns.

Then Telkom decided to change them to a "Sales" channel and even tried to prevent customers from paying their Telkom accounts at the stores! A "hotline" was installed in a corner and, if you were not buying something, you were pointed to the "hotline" to do your business via a Call Centre.

In short, they became Client Disaster Zones. They would NEVER be "profitable" in pure financial terms - their worth was in establishing rapport with customers and ensuring that every visitor left the branch happy!

See the direct link to the proliferation of Telkom Call Centres?
Click to expand...

Even worse, what they do sell they never have stock, forcing me to go elsewhere.
 
In order for a sales venture to work it needs to be able to sell products which customers want. Telkom stores are a sales channel for a very limited product offering and are horribly hamstrung in being unable to offer telecommunications products.

The Telkom brand behind a retail company however could easily be profitable and Telkom desks at a major retail chain could offer mutual benefit (I am thinking Game but it really does't matter who). The best thing Telkom could do on this front is to get some innovators on board to manage the Telkom Direct stores as a brand with an 60% (or so) profit sharing agreement (so zero capital from the entrant) and no obligations on what products etc ... are offered.

And 40 call centers?
WTF?????
MickeyD said:
Many moons ago those stores were "Customer Service Branches", effectively a One Stop Shop where you could do all your business with a Telkom representative. These branches were all over the country, including many smaller towns.

Then Telkom decided to change them to a "Sales" channel and even tried to prevent customers from paying their Telkom accounts at the stores! A "hotline" was installed in a corner and, if you were not buying something, you were pointed to the "hotline" to do your business via a Call Centre.

In short, they became Client Disaster Zones. They would NEVER be "profitable" in pure financial terms - their worth was in establishing rapport with customers and ensuring that every visitor left the branch happy!

See the direct link to the proliferation of Telkom Call Centres?
Click to expand...
 
Paul Hjul said:
In order for a sales venture to work it needs to be able to sell products which customers want. Telkom stores are a sales channel for a very limited product offering and are horribly hamstrung in being unable to offer telecommunications products.
...
And 40 call centers?
WTF?????
Click to expand...

Yes, what he said. They are doing the shops wrong and the 40 call centres sound like absolute madness.

It sounds like Telkom just does business wrong. Maybe a thorough restructuring is the only solution. Cut stupid wood and get a proper boss.
 
The worst one I've experienced is at Fourways Crossing. I understand a bit of Tswana and could make out the one women had no idea what she was doing and kept blaming the customer.
 
Telkom needs to read these posts.

My experience is very similar to the issues raised here.

Perhaps the Telkom Directors should visit the shops and see for themselves.

And, while they are at it, phone the helplines!
 
Fourways Crossing branch totally pathetic. Took 2 hours to sort out an upgrade. Eventually gave up and I had to go back the next day.

Staff just don't give a damn about customer service.
 
Paul Hjul said:
In order for a sales venture to work it needs to be able to sell products which customers want. Telkom stores are a sales channel for a very limited product offering and are horribly hamstrung in being unable to offer telecommunications products.

The Telkom brand behind a retail company however could easily be profitable and Telkom desks at a major retail chain could offer mutual benefit (I am thinking Game but it really does't matter who). The best thing Telkom could do on this front is to get some innovators on board to manage the Telkom Direct stores as a brand with an 60% (or so) profit sharing agreement (so zero capital from the entrant) and no obligations on what products etc ... are offered.

And 40 call centers?
WTF?????
Click to expand...

Maybe you should point this out to Mr Maseko and all his foreign consultants .
 
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