KUALA LUMPUR, 5 MAY 2011 – Celcom Axiata Berhad, the country‟s first and foremost mobile telecommunications provider, has enhanced its end-to-end touchpoints to offer the best experience for all smartphone users in Celcom Territory. The customer service enhancements are designed to support the company‟s broad base of smartphone users, and will complement its wide range of customised packages and superior network coverage. “Customer experience is our topmost priority. With our unbeatable network in place to cater to the growing number of smartphone users in Malaysia, it is only natural to now focus on enhancing the end-to-end experience, offering our customers absolute peace of mind when they are in Celcom Territory. These elements combined with our competitive data plans and phone packages will ensure the richest smartphone experience for our customers, be it for voice, video, email, music, surfing or multi-media messaging,” said Chee Pok Jin, Chief Marketing Officer of Celcom Axiata Berhad. Celcom‟s commitment to providing the optimum customer experience can be seen in various projects over the past 12 months, including enabling over-the-air settings for almost all devices, so that when new phones are turned on they are automatically configured to work seamlessly with Celcom‟s data services. For smartphone users, a specific menu option is available in Celcom‟s Interactive Voice Response (IVR) system to help them configure their smartphones when they dial in to the contact centre. This option will not only shorten the waiting period but calls will be immediately routed to specially trained personnel. After which, an exit poll rating will be sent to these customers via SMS for their feedback which will then be used to gauge customers‟
expectations and to further improve on service delivery. Comprehensive and continuous training is provided to contact centre staff members by smartphone experts to ensure these front liners are equipped with the relevant and necessary knowledge pertaining to the wide range of smartphones offered by Celcom. Customers are welcome to experience first-hand the latest range of smartphones available at about 80 Celcom Blue Cube and branches nationwide, with “smart” personnel at hand to answer any queries, be it device or package-related. Other methods of improving the overall user experience include Celcom‟s collaboration with CIMB and Maybank to offer enhanced payment convenience to customers. All bill payments using the banks‟ online portals are now processed in real-time and accounts are updated immediately, therefore minimising cases of call barring. “Celcom has invested heavily in network infrastructure and we are set to cater to our customers‟ high demands especially for data. Now, with renewed and intense focus on our customers and their needs, we are confident we will dominate the smartphone ecosystem. The recent award of the much coveted Service Provider of the Year Award by Frost & Sullivan for the third consecutive year is a testament that our strategic plans are on the right track. However, we will not rest on our laurels but will continuously improve upon our products and services to deliver the best of the best experience to our customers in Celcom Territory,” added Chee. Some of the key network infrastructure projects aimed at enhancing Celcom‟s smartphone network include the upgrading of all 3.5G sites to support data speeds of up to14.4Mbps, with additional „filler‟ sites to compensate for the weaker range of smartphone antennas; the appointment of Ericsson and Huawei to replace the current 2G and 3G infrastructure nationwide with the latest Single Radio Access Network (RAN) technology that will triple
Celcom‟s network capacity; ongoing trials towards deploying even faster LTE (Long Term Evolution) 4G infrastructure; and the appointment of Celcom Timur (Sabah) Sdn Bhd and Sacofa Sdn Bhd to fiberise the company‟s Node-B and base stations in Sabah and Sarawak which will enable upgrades of up to 100Mbps.
As part of Celcom‟s customer appreciation programme, Celcom hosted an exclusive event to introduce the extraordinary price plans for the latest addition to its smartphone portfolio. Zalman Aefendy Zainal Abidin, Celcom‟s Director of Marketing presented the various attractive packages available for this latest smartphone by Celcom. The iPhone 4 experience with Celcom is available from as low as RM248 for the 16GB model, and RM538 for 32GB, giving customers savings of RM1,942 and RM2,052 respectively. Customers can
choose from three specially tailored plans – Celcom Exec i98, Celcom Exec i148 and Celcom Exec i248.
Celcom is the only operator to offer 6,000 free minutes for calls to other Celcom numbers as part of its plans. Besides that, data allowances are also much higher compared to current market offerings, catering to our customers‟ myriad usage patterns and lifestyles. Additionally, to safeguard our customers‟ investments, 12-months insurance coverage is provided free for those who sign up for the Celcom Exec i248 plan.
The company plans to launch several easy payment options and various installment programs in the near future, making these devices more affordable to a larger section of the populace, so that even more can enjoy the benefits of smartphones in Celcom Territory. To find out more about Celcom‟s unbeatable packages for this newest smartphone addition, please visit any of Celcom‟s 80 Blue Cube outlets or branches nationwide or log onto www.celcom.com.my/iphone.
click : sources
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