Neotel coping well
SOUTH AFRICA’S second network operator Neotel has launched its NeoConnect and NeoFlex consumer offerings. Most recently, it launched NeoFlex Data – the company’s first multi-user consumer broadband solution. I decided to give Neotel a call last week to find out if its new service was available in my area, since it relies on coverage by a wireless network.
I initially called Neotel’s information desk on 0800 000 636 but was told to contact 0800 333 636 for consumer enquiries. On my first call to the centre a recorded voice advised of high call volumes and asked me to be patient. I ignored the messages asking if I’d like to leave a message and after just over two minutes the call rang through and then disconnected.
I called back and this time an agent answered pretty quickly. I asked if NeoFlex Data was available in my area – Douglasdale, north of Johannesburg – and in less than a minute the friendly agent confirmed coverage is excellent in my area. I asked how to order the service and he said I could do it online, through PostNet or on the phone.
Neotel is experiencing a lot of interest from the public in its new offerings and this will undoubtedly place its call centre under greater-than-usual strain. But the SNO seems to be taking it all in its stride, albeit the odd call being dropped.
Scorecard
Time taken to answer call: 1min 16sec
First impression: 2/5
Ability to answer query: 5/5
Courtesy of agent: 4/5
Overall score: 3/5 (not an average)
Finweek
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