Nepal
Telecom (NT) is building a sophisticated Customer Contact Center to
provide quality customer care services to all its customers.
The service, which will come into operation within two months, can be accessed by dialing 198 - a toll-free number.
Speaking at a talk program on Monday Lochan Lal Amatya, manager of NT´s Information Technology Directorate, said the centralized customer service center will support up to 500 voice calls at a time. It will provide technical support and necessary information to customers instantly, according to Amatya.
The service will remain operational round the clock.
At present, NT is using different toll-free numbers for customer care service. NT customers are dialing 197 for telephone enquiries, 198 to lodge PSTN and ADSL complaints, 1498 for GSM support and 4001640 for WiMAX service.
“The system will screen calls and forward those to concerned persons through Interactive Voice Response System," said Amatya. He further added that the customer care representative will record complaints of customers while talking with them. The complaint will be displayed on the monitors of the concerned technicians.
“We hope that 50 percent of the complaints and problems being faced by our customers will be addressed over telephone as the complaints will be categorized and addressed duly," said Amatya.
The new center will be operated from NT´s new building at Babarmahal. “If customers care representative do not respond to the call, it will be automatically diverted to cell numbers of duty officer,” Amatya said. “We can also monitor the operators responding to the customers and also gauge customers satisfaction through the records of the customers´ statement at the end of the service delivery," said Amatya.
NT is currently providing PSTN, GSM, ADSL, 3G, EVDO and WiMAX services.
Wi-Fi hotspot at TIA
Nepal Telecom has installed Wi-Fi hotspot at the international terminal of Tribhuvan International Airport.
People can use Wi-Fi service free of cost through the hotspot which came into operation about a week ago. Travelers can use Wi-Fi service in VIP lounge and check-in area, according to NT officials.
“The service is free at the moment because we are testing the technology. We will come up with rates once the trial is over,” Lochan Lal Amatya, manager of NT´s Information Technology Directorate, said.
NT is also installing Wi-Fi hotspots at the Manmohan Cardiothoracic Vascular and Transplant Centre at Tribhuvan University Teaching Hospital. It plans to install altogether 500 Wi-Fi hotspots across the country.
SRC : Republica
The service, which will come into operation within two months, can be accessed by dialing 198 - a toll-free number.
Speaking at a talk program on Monday Lochan Lal Amatya, manager of NT´s Information Technology Directorate, said the centralized customer service center will support up to 500 voice calls at a time. It will provide technical support and necessary information to customers instantly, according to Amatya.
The service will remain operational round the clock.
At present, NT is using different toll-free numbers for customer care service. NT customers are dialing 197 for telephone enquiries, 198 to lodge PSTN and ADSL complaints, 1498 for GSM support and 4001640 for WiMAX service.
“The system will screen calls and forward those to concerned persons through Interactive Voice Response System," said Amatya. He further added that the customer care representative will record complaints of customers while talking with them. The complaint will be displayed on the monitors of the concerned technicians.
“We hope that 50 percent of the complaints and problems being faced by our customers will be addressed over telephone as the complaints will be categorized and addressed duly," said Amatya.
The new center will be operated from NT´s new building at Babarmahal. “If customers care representative do not respond to the call, it will be automatically diverted to cell numbers of duty officer,” Amatya said. “We can also monitor the operators responding to the customers and also gauge customers satisfaction through the records of the customers´ statement at the end of the service delivery," said Amatya.
NT is currently providing PSTN, GSM, ADSL, 3G, EVDO and WiMAX services.
Wi-Fi hotspot at TIA
Nepal Telecom has installed Wi-Fi hotspot at the international terminal of Tribhuvan International Airport.
People can use Wi-Fi service free of cost through the hotspot which came into operation about a week ago. Travelers can use Wi-Fi service in VIP lounge and check-in area, according to NT officials.
“The service is free at the moment because we are testing the technology. We will come up with rates once the trial is over,” Lochan Lal Amatya, manager of NT´s Information Technology Directorate, said.
NT is also installing Wi-Fi hotspots at the Manmohan Cardiothoracic Vascular and Transplant Centre at Tribhuvan University Teaching Hospital. It plans to install altogether 500 Wi-Fi hotspots across the country.
SRC : Republica
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