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News : Hot to Hire 450 Customer Service Staff
July 7, 2014 -- In an attempt to cope with the harsh criticism of its services, Hot Telecommunication Systems Ltd. (TASE: HOT.B1) announced today that it is adding 450 customer service staff to its hotlines. Over recent months, the company’s service sunk to unacceptable levels, with thousands of customers complaining daily about service so poor, it can hardly be described in polite language.
The company announced that it will hire more than 450 customer service representatives over the summer - 200 already in July, and it is expected to invest more by the end of the year in improving the customer experience.
Hot CEO Ilan Zachi said today: "Improving service is at the top of the company’s agenda. To this end, we are taking a series of steps that the entire company is invested in. This is a process to which we are all committed - we will work to make the improvement felt already in the near future."
Hot’s quality of service suffered a severe blow from the moment it was decided to outsource it. This holds true for both representatives and technical support, which were outsourced to a third-party company. The process reached its peak in the first half of the year, and it seems that it reached new lows, the likes of which had never before been known in the history of communications company-customer relations. Thousands of Hot customers have protested the service and, only now, after the Ministry of Communications levied a fine for deficient service and hours-long waits for representatives, it was decided to increase the number of representatives.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Set Customer Expectations
More Editorial From Hot Telecommunication Systems
About Hot Telecommunication Systems:
Hot Telecommunication Systems Ltd. is a company that provides cable television, last-mile Internet access, broadband and telecommunication services in Israel.
Published: Tuesday, July 8, 2014