News : Hot Fined for Long Call Centre Waits
Oct 28, 2013 -- The Israeli Cable and Satellite Broadcasting Authority has fined Hot Telecom for extremely long waits at its call centers during the year, as part of the authority's efforts to enforce consumer protection rules, Globes reported.
In response to numerous complaints from consumers and on the basis of data in its possession on the extremely long waits at Hot's call centres, the Broadcasting Authority opened an investigation. The authority rejected Hot's responses, and ruled that the company had violated the provisions of its licence regarding waiting times at its call centres.
The regulator ordered Hot to improve immediately the waiting times at its service centres. The company was notified that oversight and enforcement over its calls centre service would continue, and additional, higher fines might be levied.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Complaint Management
Published: Tuesday, October 29, 2013