Aki<div><br></div><div>I once recommended to Zain and Safccom to use either use the online support system like <a href="http://providesupport.com">providesupport.com</a> or to create a number like the premium numbers xxxx and people will be sending their queries and support issues. Most of the problems in CC in most of the IT and Phone problems are very basic and they can just be solved by creating revolutionary systems.</div>
<div><br></div><div>Say Safaricom use 1122 as theiir customer care number and payment is 1 bob per sms because there are no termination charges here. They will reduce queues in most of the CC centres. They can also try <a href="http://www.providesupport.com/">http://www.providesupport.com/</a></div>
<div><br></div><div>TO<br><br><div class="gmail_quote">On Wed, May 27, 2009 at 10:48 AM, John Macharia <span dir="ltr">&lt;<a href="mailto:kihahu@gmail.com">kihahu@gmail.com</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
Riyaz,<br> When your networks guys are doing base station optimization, always inform the technical field guys before hand! I pity those guys when i call them n they spend over two hrs attempting to solve my problem only to realize that all they needed was to re-align position of the radio.<br>

<br><div><div class="im"><span class="gmail_quote">On 05/27/2009, <b class="gmail_sendername">aki</b> &lt;<a href="mailto:aki275@googlemail.com" target="_blank">aki275@googlemail.com</a>&gt; wrote:</span></div><blockquote class="gmail_quote" style="border-left:1px solid rgb(204, 204, 204);margin:0pt 0pt 0pt 0.8ex;padding-left:1ex">
<div class="im">
<div>Riyaz, if you have a few moments, you may also test drive the online ticketing system at <a href="http://www.chekelea.com/support/users/main.php" target="_blank">http://www.chekelea.com/support/users/main.php</a>  . Such systems are widely available anywhere. Some may say that if the internet is down, how will the online ticketing work? When people are faced with a stress related down times, they will use other means of connectivity to register a complaint. No more the usual CS of knowing the person so as to get things done. The main issue of a CC centre is this : Poor followup and that the systems dont escalate it further. A rude or non communicative CS person may not write the true story on email reports or pending complaints etc. The backend system may not be providing proper reports on tickets open etc. The upper structure of the company will be unaware of such and the client&#39;s impression is that the company is a failure. </div>



<div> </div>
<div>If anyone wants a demo on the online ticketing system, contact me offlist/onlist and I&#39;ll slot in your mail address/test dept and take you over the work flow involved and reporting capabilities ( minus admin rights etc )</div>



<div> </div>
<div> </div>
<div> </div>
<div> </div>
<br></div>_______________________________________________<div class="im"><br>
Skunkworks mailing list<br>
<a href="mailto:Skunkworks@lists.my.co.ke" target="_blank">Skunkworks@lists.my.co.ke</a><br>
<a href="http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks" target="_blank">http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks</a><br>
Other services @ <a href="http://my.co.ke" target="_blank">http://my.co.ke</a><br>
Other lists<br>
-------------<br>
Skunkworks announce: <a href="http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks-announce" target="_blank">http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks-announce</a><br>

Science - <a href="http://lists.my.co.ke/cgi-bin/mailman/listinfo/science" target="_blank">http://lists.my.co.ke/cgi-bin/mailman/listinfo/science</a><br>
kazi - <a href="http://lists.my.co.ke/cgi-bin/mailman/admin/kazi/general" target="_blank">http://lists.my.co.ke/cgi-bin/mailman/admin/kazi/general</a><br>
<br></div></blockquote></div><br>
<br>_______________________________________________<br>
Skunkworks mailing list<br>
<a href="mailto:Skunkworks@lists.my.co.ke">Skunkworks@lists.my.co.ke</a><br>
<a href="http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks" target="_blank">http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks</a><br>
Other services @ <a href="http://my.co.ke" target="_blank">http://my.co.ke</a><br>
Other lists<br>
-------------<br>
Skunkworks announce: <a href="http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks-announce" target="_blank">http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks-announce</a><br>
Science - <a href="http://lists.my.co.ke/cgi-bin/mailman/listinfo/science" target="_blank">http://lists.my.co.ke/cgi-bin/mailman/listinfo/science</a><br>
kazi - <a href="http://lists.my.co.ke/cgi-bin/mailman/admin/kazi/general" target="_blank">http://lists.my.co.ke/cgi-bin/mailman/admin/kazi/general</a><br>
<br></blockquote></div><br></div>