I recently found that when I was signing up for my new bundle of TV/fixed line services and sorting out my daughter’s new mobile, there was certainly no shortage of love and support. When I called the sales line, I got straight through and as I browsed the latest mobiles, catching the sales assistant’s eye in the store was easy. Of course, with an increasingly competitive Telecoms marketplace and higher value multi-play customers, it makes sense to show that you care.
Although after this early high, these companies were a little less keen for me to call after I’d made a purchase, and would prefer I use Self Service or their forum. The great news, on the other hand, is that they continually want to know what I think and through every channel imaginable… SMS, IVR and email, just to name a few! In fact, one company was so keen, they asked me to agree to a survey, before I had actually searched for anything on their site!
Read the full article on callcentre.co.uk here.
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