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08 November 2013

Telkom Mobile rings in customer service changes

Telkom Mobile is overhauling its customer service experience and the process is starting to bear fruit. The Company was recently ranked 12th position in the Ask Afrika Orange Index for 2013, improving from 46th position in 2012 with a 61.15 percent rating up from 50.76 percent 2012.

"It is heartening that Telkom Mobile performed better on the aspects relating to the customer interaction. This is a positive affirmation of the strides that we have been taking as a company and it is the biggest acknowledgement for us because it means that we are doing something right in our customers' eyes," said Farhad Essop, Executive: Telkom Mobile Customer Services. "We have recently introduced a number of customer service tools designed to enhance our customers' engagement with us."

Below are some of the customer service tools that contributed to Telkom Mobile's achievement in the survey:

  • Device support
We provide device support (http://www.telkommobile.co.za/devices/) to Telkom Mobile and non-Telkom Mobile customers via our website. Once a customer purchases a device, he/she can be able to set-up and troubleshoot it online from the Telkom mobile website. This tool assists in educating our customer about how to use and setup features and applications on their devices like email, MMS and Wi-Fi access.
  • Customer engagement platforms
In addition to calling the contact centre and speaking to an agent, a customer can engage with Telkom Mobile via the following additional platforms – Email (180@telkommobile.co.za), SMS (180), Call center (081 180) and Online chat (http://www.telkommobile.co.za). The versatility of engagement platforms enables customers to communicate with Telkom Mobile in real time in a matter that suits a customer's lifestyle.
  • Voice of the Customer
This is a feedback mechanism for Telkom Mobile customers who purchase a postpaid contract from our Telkom stores as well as customers who called into the Telkom Mobile Call Center (081 180). This is to ensure that the customer's voice is heard. While the tool allows customers to voice their personal experiences with Telkom Mobile, it also allows the company to collect all the customer feedback to build trends and address areas of concern. Customer feedback on key elements related to their personal customer experience is received by SMS via USSD string. All feedback received from the customer is used to build the correct support models and processes so that if any of the attributes are rated poorly we can attend to it and provide the customer with direct feedback. For more information about Telkom’s customer service click here.

For further enquiries, please contact:

Pynee Chetty

Senior Specialist: Media Relations

Group Communication

Tel:+27 12 642 1716

Mobile: +27 81 389 7874

Email: chettpr2@telkom.co.za

 OR

Leigh-Ann Francis

Specialist: Media Relations

Group Communication

Tel: +27 12 642 1728

Mobile: +27 81 391 4780

Email: francilm@telkom.co.za

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ABOUT TELKOM:

Telkom is a leading communications services provider in South Africa. We had consolidated operating revenue of R16.8 billion and normalised profit after tax of R1, 683 million for the period ended 30 September 2015. Total assets amounted to R41.9 billion and equity attributable to the owners of Telkom to R23.5 billion as of 30 September 2015. The group generated normalised free cash flow of R1.4 billion for the period ended 30 September 2015.

As of 30 September 2015, we had approximately 3.3 million telephone access lines in service and 1,030,441 ports connected via MSAN access. We offer business, residential and payphone customers a wide range of services and products, including:

  • fixed-line retail voice services using PSTN (Public Switched Telephone Network) lines, including ISDN (Integrated Services Digital Network) lines, and the sale of subscription based value-added voice services and calling plans;
  • fixed-line customer premises equipment rental and sales services both voice and data needs and these include PABX, Computers, Routers, Modems, Telephone handsets and other ancillary equipment;
  • interconnection services, including terminating and transiting traffic from South African mobile operators, as well as from international operators and transiting traffic from mobile to international destinations;
  • fixed-line data services, including domestic and international data transmission services, such as point-to-point leased lines, ADSL (Asymmetrical Digital Subscriber Line) services, packet-based services, managed data networking services and internet access and related information technology services;
  • Data Centre Operations includes e-commerce, application service provider, hosting, data storage, e-mail and security services;
  • W-CDMA (Wideband Code Division Multiple Access), a 3G next generation network, including fixed voice services, data services and nomadic voice services;
  • mobile communication services, including voice services, data services and handset sales through our mobile navbar-brand called Telkom Mobile;
  •  information and communication services including cloud services, infrastructure services, workspace services, global service integration management and hardware and network equipment sales locally, in seven African countries, the UK and Dubai through Business Connexion Group; and
  • other services including directory services, through Trudon (Pty) Ltd, wireless data services, through Swiftnet (Pty) Ltd.

Convergence is one of our key strategic initiatives in building a sustainable future for Telkom.  We will lead the provision of converged services in South Africa in support of our mission statement: Seamlessly connecting people to a better life.