Telecommunications Industry Ombudsman (TIO) has revealed that complaints have been piling up regarding internet connection services.
According to the latest six-monthly report of the TIO, the complaints, between June 2016 and December 2016, experienced an increased 5.5% overall that the previous six-month quarter. Moreover, if this increase is compared to the previous 12 months, the report revealed that the complaints rose up by 33.8 percent.
The TIO was handling 24,641 complaints during the June 2016 to December 2016 time period. This just shows that Australians are having trouble with their internet connections and these issues are not under the telcos. Compared to the previous year, this figure is higher than 53.6 percent.
The unhappiest customers of them all, the report revealed, were Victorians and South Australians. They were followed by the ACT and New South Wales, Queensland, Tasmania and Western Australia. On the other hand, the fewest complaints filed were from Northern Territorians.
Meanwhile, as the National Broadband Network (NBN) continues to expand their reach in order to come closer to their 2020 goal of connecting the whole country, there seem to be fewer complaints connected to the company, with only 4,309 complaints filed regarding their NBN Internet services.
If the NBN has already reached your area, it just means that their connection becomes the default pathway for voice services and its capacity. In relation to this, the TIO revealed of only having 3,203 complaints regarding the NBN's voice services in the same period. This data shows that the complaints have increased by 6.8% overall than the previous six months.
With all the increase in complaints regarding internet connections, outsourcing companies should strengthen their telco outsourcing services so that these agents can handle the influx of demands and rants even though the problem is not the telcos' fault. Moreover, agents should know by heart the guidelines of the client for them to know how to handle problems and provide great customer service.
Publish Date: June 30, 2017 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
|How Knowledge Base Technical Support Matures and Moves with the Tech Economy||January 11, 2018 5:00 AM|
|Why Businesses Prefer CRM Powered Customer Service When it comes to Outsourcing||January 9, 2018 5:00 AM|
|Inbound Sales How Analytics and Business Intelligence is Changing the Game||January 5, 2018 5:00 AM|
|Outbound Sales: How Analytics and Business Intelligence are Changing the Game||January 3, 2018 5:00 AM|
|Holidays 2017: Dishing Out Awesome Customer Support||December 21, 2017 5:00 AM|
|Holiday: How to Ramp Up Your Customer Service||December 11, 2017 5:00 AM|
|How Digital Content Can Help Boost Your Customer Support Platform||November 23, 2017 5:00 AM|
|Key Resolutions for better Customer Experience in 2018||November 22, 2017 5:00 AM|
|Contact Centres Pushing Philippines IT-BPM in Global Outsourcing||November 13, 2017 5:00 AM|
|Halloween 2017: How Your Customer Service is SCARING Away Your Customers||October 30, 2017 5:00 AM|