Qtel moves to address regulator's customer service concerns

Qatar operator to recruit more customer service staff in a bid to cut waiting time and boost efficiency among call centre operators.

Tags: QatarQtel Group ServicesVodafone Qatar
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Qtel moves to address regulator's customer service concerns Qtel wants 80% of customers' calls to be answered in 20 seconds. (Getty Images)
By  George Bevir Published  December 30, 2009

Qtel has unveiled a set of measures it hopes will boost customer satisfaction in Qatar as it sets about addressing the telecom regulator's concerns that customers in Qatar are not being properly looked after.

In a series of measures unveiled yesterday, Qatar's incumbent operator said it wants to put an end to customers being transferred from department to department by employees who struggle to resolve complaints and for customer service operators to respond to 80% of calls from customers within 20 seconds.

Walid Al Sayed, executive director of Qtel Customer Service Department, told Qatar daily the Peninsula that Qtel's customer service centre development strategy is based on "comprehensive restructuring and expansion of services to upgrade the centre to world-class".

The measures address some of the concerns expressed to CommsMEA last month by William Fagan, head of the regulatory division of ICTQatar.

He said that both Qtel and rival Vodafone Qatar need to improve the level of service afforded to customers.

Fagan said that while both operators have "sophisticated customer care systems" they were still "work in progress".

"I would say that we are not 100% satisfied with either company how they are doing that. I think they have a lot done, but they have a lot more to do and it something that we will continue to work at," he said.

Qtel said that its customer service department will be divided into two sections under the new set-up, with a band of employees capable of resolving any problem and responding to customer inquiries without transferring them to another department, and another group of technically experienced employees to look after customers' technical problems.

"What we want to see happening is the complaint resolved at the lower level, when the customer speaks with the customer service representative," Fagan said. "This is where a lot of training and change of culture needs to take place. They are moving in the right direction but neither company is there yet," he added.

Qtel's board of directors has agreed to increase the number of customer service centre staff, and they will join the centre in two weeks time, the Peninsula added, with the new strategy set to be implemented in the second quarter of next year.

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