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Pacific Bangladesh Telecom
Pacific Bangladesh Telecom reaches new heights in Customer Service through the state-of-the-art Call Center Solution
Redefining the telecommunication business through innovative marketing, continuous technological improvements, and highest standard customer service is no easy feat for Pacific Bangladesh Telecom Limited (PBTL). But what value for money the leading carrier in Bangladesh gets when it does achieve it - winning the confidence of customers and gaining long-term customer relationships.
PBTL has consistently set the benchmark of the telecom industry in Bangladesh when it was the first to launch mobile phones in the sub-continent and to adopt Code Division Multiple Access (CDMA) technology, a radically new concept in wireless communications, in the sub-continent. The carrier was also the first telecom company to have a private wireless network in Bangladesh, constantly setting the standard for other service providers in the country. Today, it can boast of the SDH microwave network connecting areas between Dhaka and Chittagong and Dhaka and Sylhet.
Its innovation and continuous upgrade in its network has resulted in the lowest fault rate in the country. The company’s sales and customer service teams have strengthened customer service through their efficiency, skill, and customer focus attitude.
Call Center Solution
As PBTL aims to maintain its lead in the Bangladesh telecom market through quality service, it implemented a call center solution that is easily manageable to ensure its smooth and efficient operation.
Fujitsu Philippines, Inc., through its wholly-owned communications and networking subsidiary, WeSolv Open Computing, Inc., proposed a solution based on best-of-breed products from highly reputable companies, and on its extensive experience in Call Center project implementations.
The foundation of the solution for Phase 1 of the project begins with Nortel Meridian Option 11C PABX, providing the basic telephony functions as well as the advanced call center agent capabilities. In addition to the Meridian Option 11C, the proposed Symposium Call Center Server (SCCS) acts as the Management Information System of the entire Call Center Application of the PABX.
Through the use of the SCCS, the call center supervisors and administrators are furnished with valuable statistical and historical data analysis that no call center can live without. The Option 11C is also equipped with MIRAN, which takes care of playing announcements to the callers on queue.
The call center solution is enhanced further with the inclusion of a Periphonics Interactive Voice Response System. Equipped to handle 20 simultaneous callers, the VPS/is 7000 effectively augments PBTL’s 16 call center agents, providing automated service facilities to the valued subscribers of PBTL at the press of a button.
With the help of this IVR system, callers can access their billing information without the need for operator intervention, 24 hours a day. Aside from these fully automated self-help services, the VPS/is 7000 also provides the option of connecting the caller to an available customer service representative should the need arise.
Capping the solution, the Nortel CTI (Computer Telephony Integration) solution suite helps PBTL agents get the pertinent information about the callers even before the calls are answered, enabling the agents to provide quality service.
