Telecel Provided The Best Toll-Free Services To Their Subscribers In 2018

The less nagging customers you have to deal with, the better you are at dealing with nagging customers it seems. POTRAZ’s Consumer Satisfaction Survey for 2018 is out and every mobile network operator not named Econet seems to have done a decent job when it comes to toll-free services.

Toll-free
services which in this case are the support centres you call when you need
assistance from your mobile network operator. The consumer’s (both households
and corporates) surveyed by POTRAZ gave Telecel leading scores followed by
NetOne. Econet’s scores are pretty abysmal and if you’ve tried calling their
call centre you’ve probably experienced this first-hand.

The problem
for Econet seems to be their number of subscribers which far outweighs that of
the competition. They’ve tried to remedy this by creating self-service
platforms and using messaging bots on Facebook and human interaction on
Twitter, but at the time the survey was conducted, those who took the survey
expressed their displeasure.

This will
probably remain an issue as long as Econet has the lead they have in terms of
subscriber numbers, unless consumers take to the self-service platforms and
reduce the strain on call centres.

These
ratings are also quite interesting because they raise questions regarding how
fit Econet is to run a call centre for companies as they are now doing with
Omni Contact, when they have failed to run their own call centre.

Hopefully, Telecel and NetOne continue offering and bettering their toll-free service as the two networks need to keep every small advantage that they have over Econet. As it stands, it doesn’t seem Econet’s terrible toll-free rating has a huge impact on subscribers as they are still the most popular network.

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