WBS jacks up support
In its quest to focus heavily on customer satisfaction WBS has expanded its call centre to be able to provide technical support 24 hours a day.
They are further jacking up their online support by having a dedicated company representative on the MyADSL forums to attend to customers’ request and answer questions pertaining to the iBurst service.
Ed Hall, Head of Customer Support at WBS, feels that there is a definite need for 24/7 support. “Many customers use their iBurst connections to run data-intensive businesses from home and they often work through the night. Our new 24/7 call centre will save these niche customers money by helping them to resolve queries quickly,” he said.
Hall also pointed out that customers will be the beneficiaries of their recent recapitalization.
“We are keeping our promise that WBS customers will be the first to experience the benefits of our recapitalization thanks to massive investments in coverage and a focus on hiring the most capable customer care agents in the industry,” he said.
“Now that we have additional resources, we are able to attract the best talent in the industry,” he continued.
WBS is confident that their customer care call centre is on par or better than most other industry players. They added that their calls are usually answered within 9 to 10 seconds compared to an industry average of around 20 seconds.
MyADSL tested their claim, and although the call was only answered after 23 seconds (which includes the automated voice options), it was indeed answered within 10 second after the correct selection was made.
In another positive step Shaun Greene, WBS manager and a respected member of the MyADSL community, has returned to the iBurst forum to answer questions and address customer concerns. He received a warm welcome from forumites and this move will undoubtedly stand the company in good stead.
These are two valuable steps in WBS’s quest to “exceeding expectations” of iBurst users.
Improve customer satisfaction and service may be the only way in which smaller companies like WBS will be able to compete against the cellular giants and Telkom.
With Vodacom and MTN launching HSDPA, a mobile broadband service capable of speeds of up to 1.8 Mbps, Sentech and WBS will have to rely on the advantages of a small company to take on the cellular giants.
One of these advantages is the ability to give individual attention and excel in the customer service department. WBS appears to be well aware that good service can be a valuable marketing tool for their products.
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