Contact Center Solutions Featured Article

Cellcom Israel Aims to Improve the Quality of Contact Center Customer Experiences

August 20, 2014

Cellcom Israel Ltd is one of the largest Israeli cellular providers. It serves approximately 3.029 milli;6on subscribers (as at June 30, 2014’6) with a broad range of value added services including cellular and landline telephony, roaming services for tourists in Israel and for its subscribers abroad and additional services in the areas of music, video, mobile office etc.

The company operates an HSPA 3.5 Generation network enabling advanced high speed broadband multimedia services, in addition to GSM/GPRS/EDGE networks. Apart from these, the company also offers Israel's broadest and largest customer service infrastructure including telephone customer service centers, retail stores, and service and sale centers, distributed nationwide.

Cellcom (News - Alert) has also been on the forefront to improve the quality of call centers services. Recently, the company announced that the Israeli Ministry of Communications (MOC) published a hearing concerning call centers services provided to subscribers of Israeli telecommunications operators.

The hearing mainly recommends enhancing quality of the call center, with regards to response time and manner. In addition, the MOC suggests revising the Israeli Communications Law and setting fixed compensation in case of failure to meet the response time proposed, as well as a fixed compensation in case a subscriber was wrongfully overcharged.

The reason for MOC interest is that as has been true on almost a global basis, customer satisfaction with communications service providers in general (telecoms companies, cable providers and wireless services companies) in terms of how they treat customers has been unsatisfactory. In fact, in Israel where reliance on mobility services is extremely high, the lack of responsiveness by customer service people to customer complaints has been of particular concern.  In fact, as noted, response times have been woeful and even the quality of conversation between customers and contact center agents has been problematic.

The big stick of government imposed fines may not be one that can be used in other developed markets, but the threat has certainly gotten Cellcom and its competitors’ attention.




Edited by Peter Bernstein

Article comments powered by Disqus

Related Contact Center Solutions Articles

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014

Survey: Deloitte Optimistic for Increased US Holiday Spending

Professional services firm Deloitte, which completes financial advisory surveys, has released the annual holiday shopping survey for nearly three decades. This year's survey, the 29th annual, shows that U.S. shoppers are optimistic entering the season for giving, which also happens to be the season for shopping. [ Read More ]
10/30/2014

Dialing for Votes

Depending on how you feel about such things, next-generation predictive dialers have become an integral, dare I say "must have" capability for political campaigns. Indeed, with the U.S. elections only days away, anyone living here not only is more than aware from watching TV that the "get out the vote" efforts are already in full swing as the airwaves are saturated with ads, but this has become that time of year when caller ID and answering systems are a godsend. [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!