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Nortel improves BTEL call center(The Jakarta Post Via Thomson Dialog NewsEdge) from THE JAKARTA POST -- SATURDAY, DECEMBER 1, 2007 -- PAGE 14 JAKARTA: PT Bakrie Telecom (BTEL) is to improve the quality of its customer service through the application of the latest Nortel Networks technology to cope with a surge in enquiries from the company's growing number of subscribers BTEL's current call-center system will be updated with the Nortel Contact Center 6.0 solution to ensure that the company can handle customer enquiries better, said Nortel channel account manager Hunady Budihartono As of the end of October, BTEL had some 2.9 million subscribers, marking a more than 100 percent increase from last year. The company expects to have signed up about 3.7 million customers by the end of 2007 BTEL customer care general manager Hence said that since the company installed its Nortel contact-center system in 2006, its customer service productivity rate had increased 58 percent, while its call-center costs had decreased 40 percent. Copyright 2007 The Jakarta Post Copyright 2007 PT Bina Media Tenggara, Source: The Financial Times Limited |