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Thursday, May 25, 2006
Telco improves network for wireless system
The more than 40,000 subscribers of Smart Com-munication’s fixed wireless broadband offering, Smart Bro, can now look forward to a better, faster broadband experience following the synchronized implementation of its customer care and network enhancement project.
“We’ve just undertaken major enhancements in our Smart Bro offering on two fronts—network operations and customer care,” Smart Network services division head Roland Peńa said. “These will result in greater bandwidth, faster connection and improved customer support.”
Enhancements
Smart completed major enhancements in its customer care structure by incorporating Meridian’s customer service functions with Smart’s customer affairs department.
For the customer, this organizational restructuring translates to faster, more efficient resolution of concerns in all contact channels.
To keep pace with support demands, the company has expanded its customer support operations by increasing the number of its call center agents.
It has started to equip its support staff with higher level technical skills that will enable them to efficiently handle customer concerns.
To date, Smart has 370 dedicated call center seats for Smart Bro, each capable of handling up to 95 percent of calls within 30 seconds.
Apart from empowering its call center agents, Smart has also started implementing training and certification programs for its installers and field contractors.
Localize
This strategy is aligned with the company’s objectives to extend and localize support, particularly in the regions.
Since its launching in September 2005, Smart Bro (originally Smart WiFi) now services more than 40,000 subscribers in over 300 towns spanning from Batanes in the North to Tawi-Tawi in the South. About 65 percent of these subscribers are located outside Metro Manila. (PR)
For Bisaya stories from Cebu. Click here. (May 25, 2006 issue)
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