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News : PLDT to Increase 8888 Anti-graft Trunk Lines after Duterte’s Threat of Shutdown

#contactcenterworld, @pldthome

Manila, Philipines, Feb 26, 2019 - In the wake of President Rodrigo Duterte's threat that PLDT, Inc. better improve its services or risk closure, the telco's chairman Manuel V. Pangilinan on Tuesday said that it would increase the trunk lines to the citizens' complaint hotline 8888.

"We're gonna put more lines than the 20 mandated in the contract with the government and we will man it ourselves," Pangilinan told reporters on the sidelines of Manila Electric Co.'s (Meralco) 2018 financial results briefing in Pasig City.

Pangilinan also sits as the chairman of Meralco.

The PLDT chief was asked to comment on Duterte's threat that he would shut down the telco if it fails to accommodate all the calls in the 8888 complaint hotline.

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"If you see corruption, tell me. Call 8888. Bong [former Special Assistant to the President Christopher "Bong" Go], add another trunk line. The present setup can’t accommodate all the calls. It’s always busy. Tell PLDT. If not, I’ll shut down their business," Duterte said.

Pangilinan said PLDT was glad that the President called the company's attention.

"We apologize for that. We are glad that the President caught our attention to it," he said.

The PLDT chief explained that the 8888 call center was undermanned.

"Apparently, the 8888 is really a call center operations for both telcos. We have 20 lines each. We're supposed to provide the lines, which we have provided but the lines are not manned properly, undermanned so not all the calls are getting answer," Pangilinan said.

To address the problem, Pangilinan said PLDT would add more trunk lines and increase personnel manning the complaint call center, despite their contract saying they have to service 20 lines.

"We will forget what the agreement said so we will increase the number of lines to accommodate the calls and we will man it ourselves. So we are responding to the President's criticism," he said.

The 24-hour hotline was institutionalized in 2016 in order for the public to report corrupt or underperforming government officials and projects.

#contactcenterworld, @pldthome

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.gmanetwork.com


About Philippine Long Distance Telephone Company:
Company LogoFounded on November 28, 1928, Philippine Long Distance Telephone Company (PLDT) is the leading telecommunications provider in the Philippines. Through its three principal business groups - fixed line, wireless, and information and communication technology - PLDT offers the largest and most diversified range of telecommunications services across the Philippines’ most extensive fiber optic backbone and fixed line, cellular and satellite networks.
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Today's Tip of the Day - 5 MORE Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Wednesday, February 27, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
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

2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

3.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

4.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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