Thuraya enhances customer service through opening of new Call Centre

Aiming at getting closer to subscribers and providing them with more information on the company's services, the new Centre is outfitted with hi-tech systems and multi-cultural staff that will improve Thuraya's dedication to its customers.

Based on the Interactive Voice Response (IVR) technology, the centre is fully equipped to significantly enhance Thuraya's responsiveness to customer needs and complaints in a proactive manner. Furthermore, it will serve as a professional out-bound sales shop, by promoting and soft-selling the broad range of products and services to Thuraya customers.

Manned with 12 agents, the centre can receive 60 simultaneous calls, customer complaints, field queries, and ensure optimum customer satisfaction. Subscribers can also obtain information on Thuraya and its products from the IVR system.

Similarly, SPs can log-on directly to the system or report their own subscribers' problems which the Call Centre can later respond to directly with the subscribers.

The Call Centre, which currently operates from 7 am to 10 pm, can interact with customers in five languages: Arabic, English, Farsi, French and Pashto.

"We have implemented all relevant quality aspects in this Call Centre, with the aim of providing a world-class 5-star Customer Care service. The Centre provides the quickest and most targeted response to diverse customer needs, utilising user-friendly technology. With the company's growing number of subscribers and its entry into new markets, we have ensured that we have a Call Centre that provides maximum assistance to our subscribers,."

said Mr. Yousuf Al Sayed, CEO of Thuraya.

He also added that the 5-star Call Centre service commensurates with international standards. He stated that Thuraya has worked with professional consultants on setting the key guidelines so that all previous Customer Care operations are re-engineered to provide the best quality service.

The Call Centre is a great step forward in further building up Thuraya's Customer Care service and will aid in maximising support for subscribers and SPs. It will also benefit the consumer by informing subscribers and SPs alike on the latest products and marketing information, hence enhancing the business potential of Thuraya.