Swisscom hotlines live up to their names. In recent months waiting times at both Swisscom Fixnet and Swisscom Mobile have been cut to between 20 and 30 seconds on average. Leading-edge technology enables calls to be routed directly to various locations which ensures optimal deployment of resources.
Today calls to the Swisscom Fixnet Call Center (0800 800 800) are generally answered within 30 seconds. This number is well known in Switzerland and is dialled between 12,000 and 16,000 times a day. The introduction of new technology at the Contact Centers has enabled many processes to be automated which has speeded up handling of customer calls. Improved training opportunities for the 1200 agents has increased skill levels and the quality of the in-formation provided. Exceptionally, waiting times may be slightly longer at peak times, i.e. be-tween 9:00 and 11:00 and 14:00 and 17:00, and when invoices are sent out at the beginning of the month. Over 1500 customer letters are sent out every day. Customer care is provided for some 3.5 million residential customers and 200,000 SMEs via the freephone number.
Paperless procedures ? view your Swisscom Fixnet telephone bill online
Customers can obtain information quickly and easily without having to call the 0800 800 800 number. Extensive information is available on the Swisscom Internet site at www.swisscom.com. The new Swisscom Fixnet e-bill service has been available since the be-ginning of December to provide customers with information directly. It provides access to the latest fixed-line bill around the clock. 24 hour access ensures full transparency and gives the customer a clear idea of the bill he can expect to receive.
Swisscom Mobile: automatic call center routing cuts waiting times
Customer satisfaction also takes top priority at Swisscom Mobile. The Call Center (0800 55 64 64) builds a bridge between the 3.5 million customers (total at end September 2001) and the company. The 350 customer care staff for residential customers provide advice in French, Italian, German and English for some 15,000 callers every day, around the clock. Swisscom Mobile has introduced measures to ensure that customers are dealt with within 20 seconds. In 2001 over one hundred new employees were taken on in the four customer service centres in Lausanne, Olten, Chur and Bellinzona. This investment in the future will help to avoid bot-tlenecks. A special planning tool ensures optimal deployment of resources to prevent excess and under-capacity. The new virtual Call Center, which is unique in Europe, has made a sig-nificant contribution to improving service. When a customer calls Swisscom Mobile he/she is automatically connected to the next free agent in Switzerland. In the case of calls made from mobile phones, the caller is identified which makes the work of the agent easier. In 2001 Swisscom Mobile introduced a customer charter. Intensive training and well defined rules on telephone etiquette ensure the desired quality levels are maintained.