Qatar Telecommunication Company (Qtel) is set to deliver its new strategy in the second quarter of 2010, aimed at improving services and performance, a senior official has said.
Walid Al Sayed, executive director of Qtel Customer Service Department, said the changes would see customer service operators responding to 80 percent of calls from customers within 20 seconds.
“Customer service centre development strategy is based on comprehensive restructuring and expansion of services to upgrade the centre to world-class,” he added in comments published by The Peninsula on Wednesday.
Customer service will be divided into two sections under the new set-up – the Comprehensive Employee who will be capable of resolving any problem and responding to the customer inquiries without transferring him to another department and the technically experienced employee who will ease customers’ technical problems.
Qtel Board of Directors agreed recently to increase the number of customer service centre staff, and they will join the centre in two weeks time, the paper added.
Qtel is not planning to impose any fee on Directory Enquiry (180) or customer service centre (111) services, according to Board of Directors’ resolutions.
Two new customer service centres were established in Al Khor and Al Wakra and a new one will be opened in Al Shahanniya, Al Sayed said.
Qtel’s directors are also studying the possiblity of establishing another modern contact centre in the future while the company’s website will be restructured in the second half of 2010, he added.
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