Forum > DStv Forum Archive (12 May 2014) > Service Queries > Service Queries > Computer-generated Customer Service Contact
Thread Tools Display Modes
Old 2011-01-24 , 13:24
Maverick123's Avatar
Maverick123 Maverick123 is offline
Still listens to the wireless
Join Date: Jan 2011
Posts: 3
Default Computer-generated Customer Service Contact


I wish to express my complete dislike of your customer service interface when a one call a call centre. The computer system is laborious, fault-prone (incorrect voice command identification), a waste of time and a source of extreme frustration.

Furthermore - your customer feedback system allows for feedback on the operator you eventually manage to reach (and who will usually be very good - so why keep me away from them in the first place). I am sure that Multichoice knows that everybody has a problem with the system, but you just cannot care
Old 2011-01-24 , 13:33
MC Marietjie's Avatar
MC Marietjie MC Marietjie is offline
Join Date: Jul 2010
Location: Johannesburg, Gauteng
Posts: 8,408
@Maverick123 - I've moved your post to the Service Queries, so MC Natasha can respond to you on the system. She is the person who heads up that area of Customer Care, so would be best placed to respond.
Old 2011-01-24 , 13:34
lyndonl's Avatar
lyndonl lyndonl is offline
Changes remote batteries daily
Join Date: Feb 2010
Location: Randpark
Posts: 2,969
I think its fairly common for most call centres to only ask you to rate the person that helped you, as far as the automated voice prompts go they are fairly bad they never seem to understand what I say, although on the upside I hardly ever have to call in so thats lucky for me I guess.

I am not sure how MC's call centre works but I know of a few who have fantastic stats simply because of the way they measure themselves

Statistics can be viewed in so many ways. as a simple example:

99% of Calls are answered in 10 seconds (calls are answered by the system not a person in 10 seconds)
1% of calls are dropped before they can be answered (answered by the machine not the person)
90% customer satisfaction rating, (only because they ask if the person they got through to after waiting for 5 minutes or 2 hours was friendly, helpful, knowledgeable, etc)

So you phone in, hang on for 20 minutes the person answers after going through 10 prompts.. and is able to help you in 2 minutes, so you score them well, after all its not their fault you had to hold for 20 minutes, and before you know it, call centre X is listed as the best in the country.

Surveys are driven and steered by their questions. As long as the questions are crafted well a company will always have "good customer feedback"
« Previous Thread | Next Thread »
Thread Tools
Display Modes
Posting Rules
You may not post new threads  | You may not post replies  | You may not post attachments  | You may not edit your posts
BB code is On  | Smilies are On  | [IMG] code is On  | HTML code is Off
Similar Threads
Thread Thread Starter Forum Replies Last Post
Streaming the World Cup games to my computer Round Face DStv Forum Archive (12 May 2014) 6 2010-06-09 12:24
HDTV on remote computer? Foxie HD PVR 7 2010-03-22 11:54
Terrible customer service Richard69 Service Queries 1 2009-11-03 14:47
Telephony computer Lentswe Service Queries 2 2009-08-14 11:28
Poor customer service nate Service Queries 1 2009-06-18 09:48