WE RATE Telkom In­ter­net

HANG­ING ON, AND ON…

Finweek English Edition - - Call Centres -

WEL­COME TO HELKOM, but I first had to get through to them – and that was the prob­lem. Nei­ther the tele­phone di­rec­tory nor the web­site (“Con­tent un­avail­able”) gave me a num­ber I could phone to find out what the prob­lem was with a col­league’s ADSL line.

So I phoned the num­ber given for Telkom’s busi­ness ser­vices and, af­ter wait­ing five min­utes (a recorded voice warned me about that), I was given the num­ber by an apolo­getic con­sul­tant. It’s 10215 – which is worth re­mem­ber­ing, be­cause it’s not in the di­rec­tory.

Once again, I was given the ap­par­ently stan­dard warn­ing by the Telkom voice that the next con­sul­tant would only be avail­able in about five min­utes’ time (it turned out to be just over six min­utes) and that he/she could re­turn my call. I de­cided not to risk that. In­stead I lis­tened to was an au­dio see­saw of snatches from Dance some more and some­thing like Give love by some­one with blocked si­nuses, al­ter­nat­ing with the Telkom voice say­ing: “Are you sure your power isn’t off (un­plug ev­ery­thing)? Are you sure Telkom is your ser­vice provider?” Etc, etc.

When the con­sul­tant even­tu­ally replied she was very friendly. She asked her ques­tions and re­mained fairly pa­tient with my replies: “What’s that?” or “Oh, no, I don’t have that in­for­ma­tion.” She tried all sorts of ways to help but we both de­cided my col­league would have to phone per­son­ally.

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