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Dec 29, 2011 -- Contact Centre Dial 1095, and a cheery female voice welcomes you to the Bank of Bhutan.

The voice instructs you to dial one for English and two for Dzongkha. Then, another voice relays the same message in Dzongkha.

Press one and the voice goes on about which numbers to press to know more, or avail of the bank’s different services. From the interest rates, to the swift code, to the annual charges on ATM cards, the voice on the other end rattles it all off. This new service is part of Bhutan Telecom’s Contact Centre launched yesterday in Thimphu that is expected to transform service delivery from five DHI companies – Bhutan Telecom (BT), Bank of Bhutan (BOB), Bhutan Power corporation (BPC), Drukair and Natural Resources Development corporation (NRDC).

The are toll free numbers for Drukair and for NRDC.

"This futuristic contact centre heralds a new era for the transformation of service delivery through a call centre, for DHI companies to provide a whole new enriched experience and remedy the grievances customer face," Tshering Norbu, general manager, Druknet, Bhutan Telecom, said yesterday at the launch in Thimphu.

The contact centre takes intensive care of every call they receive, and can log and record each call extended to other companies. CC agents can also find out the exact location of the customer calls.

"We strongly believe that this venture has the potential to add to the diversification of our services, will improve customer relationship and company efficiencies," said CEO Bhutan Telecom, Nidup Dorji

The services are in pre-talk or interactive voice response (IVR), with options that take you to a company representative.

Telecom officials said that clients could face problems at the beginning adjusting to self-service ‘talking phones’.

"We’ve received feedback regarding this system, claiming that the old one is best and comfortable, but I assure that this new system will bring in the best, resulting in an easy way to communicate," Tshering Norbu said. "The contact centre will improve agent productivity and improve customer satisfaction."

"To be able to provide the highest level of quality services, the DHI corporations must constantly listen to their customers and take steps to satisfy their service needs," DHI chairman Om Pradhan, who launched the centre, said. "This is a major advantage of being a DHI corporation, as several corporations joining hands can cut prohibitive individual costs drastically. Otherwise each of the corporations would be establishing separate contact centres."

The project implemented jointly by BT, with their strategic partner Avaya Inc, India, took about seven and a half months to be completed.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.kuenselonline.com

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