TELBRU, in its effort to attend to customers’ needs and requirements in a timely manner and reduce customer complaints, has initiated the establishment of a Fault Management Centre (FMC), which began operation in May 2014.
Operating from 7am to 9pm daily, the centre is manned by well-trained technical staff attending to customers’ needs by conducting troubleshooting exercises with the customers live on the phone, employing various test tools to remotely test a customer service and eventually resolving the problems.
Members of the local media were recently given an insight about the operating system at FMC and a brief tour of the centre where on hand to deliver a presentation were Senior Manager of Operations Buharie Amath and FMC Manager Hj Roslin bin Hj Bakar.
At the briefing, media representatives were enlightened on how the process of complaints and enquiries are handled.
Hj Roslin noted that when a customer calls Customer Care Centre 111 hotline and presses 2 to lodge a fault-related complaint, the technician on duty at the FMC will interact directly with the customer.
The technician will then assess the fault to conduct troubleshooting live on the phone until the matter is resolved to the satisfaction of the customer and the technician will also check from the system tools the line quality as part of the troubleshooting process and if necessary take up the matter with the field technicians and relevant units within the organisation.
He added that in the event that the fault could not be rectified during the conversation, FMC will dispatch technicians to investigate further after agreeing with the customer for a home visit.
When the problem is resolved, the fault ticket will be closed and during afterhours any faults-related complaints will be transferred to the call centre for basic troubleshooting by the duty operators and then taken up by the FMC the following day for further action if the problem could not be solved.
With the total of 29 staff including one manager and four supervisors working on shifts, the centre could resolve 40 per cent of the fault-related complaints received on the phone without having to dispatch technicians.
These FMC call attendants are certified technicians with an average age of 25, who are well-trained to attend calls from customers with fault-related complaints.
The FMC receives complaints related to all technical services provided by TelBru and follow-ups on broadband services (HSBB), telephony, public phone, budget calls, prepaid cards, emails, webhosting, PABX and leased line and occassionally customers also report matters related to manhole cover, telephone poles and other parts of the network infrastructure.
Meanwhile, in addition to the daily routines, Buharie noted that TelBru has recently embarked on initiatives to proactively identify customers with potential connection faults and rectify them before they become noticeable to the customer with the objective of this pilot initiative being to enhance the customers’ quality of experience.
The project, which started on October 15 is currently focusing on customers connected through the Rimba exchange and TelBru technicians are setting appointments with all the customers to visit their premises to conduct speed tests, check and to optimise modem configurations as well as performing several physical checks around the premises.
A total of 145 e-speed customers are involved in the pilot project, which is expected to last for four weeks with an average of 12 customers per day with the technicians visit to the customer premises set between 9am and 12pm and from 4pm to 7pm.
Buharie further highlighted that since the project started, the outcome has shown positive results with an average of 10 per cent increase in speed and line stability.
Apart from carrying out home visits, TelBru technicians are also involved in the survey, inspection and repair or replacement of network infrastructure leading from the exchange to the customer premises.
With all these initiatives implemented, TelBru is confident that it will enhance customers’ experience and also boost customers’ confidence and satisfaction of the services provided by the company.
Also present at the media briefing were Senior Manager of Customer Care and Corporate Communications Ideris bin Hj Ali and Supervisor of Fault Management Centre Muhd Najib bin Hj Tuah.