Complex products and numerous rate options may customer consultants do not overload the desire to offer everything from a single source and to cover as many customer groups with different rates and service packages at the same time, has led numerous providers of telecommunications industry to noticeable problems in customer service. In this assessment the almato GmbH through a recent study sees himself confirmed the Steria Mummert consulting. The company from Tubingen advises therefore for the use of software solutions, the consultants gleichzietige use multiple applications during the customer conversation easier. The study found that about two-thirds of respondents assess the telecommunications provider at as mediocre customer service”, Peter s. Hall reports, Managing Director of almato GmbH. over 70 per cent of consumers believe apparently that telecommunications companies are very inflexible in dealing with their wishes.” As one of the main reasons for the poor Service the almato GmbH sees its growing portfolio of industry: an often confusing range of tariffs, devices and services, which is subject to permanent change.
This, especially the staff in the centres of the telecommunications companies are under great pressure, since they often quickly confronted with the limits of their knowledge and their ability. As a result, this strain often leads to Professor waiting in queues, misinformation, incompletely processed requests and ultimately frustrated customers. Here seems too often the saying to verify, according to which the cobbler has the worst shoes”, as Peter s. Hall. The telco industry, which always preaches consistency in the use of technology, should take this advice to heart. Even if different applications in the customer service must be invoked for mobile telephony, fixed network, mobile Internet and broadband connection, there are solutions on the market, helping the customer consultants, yet now safely and efficiently through the Number of databases and programs to maneuver. The companies must provide sufficient support their call center agents, so that they meet the expectations of the very change of joyful clientele.” About almato GmbH almato GmbH offers innovative solutions, the customer service center is put in a position to achieve optimum results from every single customer contact. The focus of business activities is the distribution and the demonstrably successful implementation of software solutions for real time interaction management, quality monitoring, pure voice recording, e-learning and customer satisfaction survey with integrated analysis and reporting tools. While almato acts as a full service provider. Press contact of almato GmbH Thomas Geiling Wohrdstrasse 5 72072 Tubingen Tel: + 49 (7071) 79569-0