Ooredoo opens direct line of contact between customers, engineers

Telecom company, Ooredoo Maldives has introduced a support center which offers direct line of contact between its corporate customers and its engineers for quicker resolution of issues which arise.

Ooredoo reports that through its enterprise support center set up in Hulhumale’, Ooredoo will also be using a proactive method to identify issues with its services and relay information to its customers before customers file complaints.

Media was given a tour of the center located in the Housing Development Corporation building in Hulhumale’ this Thursday morning.

Speaking to media during the tour, Head of Sales of Ooredoo Maldives, Hussain Niyaz said that the support center will offer its corporate customers quick solutions to issues.

Staff working in the support center will receive real-time data of services to its customers through their systems, and any issues – including a drop in quality of services or issues intranets established in workplaces - will be identified by the engineers.

There will be 15 staff members monitoring services to its corporate customers. And the center has a 24/7 support hotline.

Ooredoo reports it has about 100 corporate customers, and receives an average of five complaints a day from them.

It said any complaint made to the center will be resolved within a maximum of 20 minutes.

Ooredoo reports that majority of issues can be resolved remotely. And that field staff will be dispatched to resolve other issues.

Though the enterprise support center is based in Hulhumale’, support teams will be operating in seven regions of Maldives.