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How do you manage customer care centres to ensure effective service delivery?

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How do you manage customer care centres to ensure effective service delivery?

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For me, management of our customer care centres is very crucial and I strongly believe that outsourcing is not desirable at this time of our operation. People often talk of outsourcing customer care business, even those whose operational base is outside the country of operation. But I find it difficult to do so for several reasons. If telecom operators must offer high quality service and treat customers well when they visit or call their customer centres, I do not believe it is something that should be outsourced because nobody can be as passionate as you in running your business. Our customer care is built around our employees and subscribers are happy about the type of service they get from our customer centres. What we try to do is to be transparent in all our dealings with customers, even in promotions. When Etisalat rolled out service, it crashed cost of telephony. Having stabilised, are there plans to further crash prices? If you look at the tariff rates with which we launched ou

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