Technocare now provides technical support to 60 per cent of all ADSL broadband subscribers in the UAE through its Siemens Speed Stream customer care call centre which supports some 80000 etisalat Al Shamil users. The team at the Technocare operated call centre currently gets more than one hundred calls per day and handles each query within 12 to 14 minutes.
Around 135000 users have subscribed to etisalat’s Al Shamil high speed ADSL Internet connections ever since the service was introduced in the UAE some 8 months ago and the number of subscribers is increasing every day.
“The demand is largely being driven by new businesses being launched as well as companies upgrading their bandwidth from old dial-up and ISDN connections,” said Pramod Kattel general manager Technocare, part of the Dubai based Koohiji Group. “There are also an increasing number of private households connecting to the faster service,” he added.
With the entry of the UAE’s second telecom provider ‘du’, the telecom sector will soon witness a keen battle for market share and quality of customer service could well be the crucial deciding factor. “Healthy competition is a fact of life in the modern workplace”, says Kattel. “Technocare has always set high standards, and we intend to raise the bar higher still.”
Technocare already provides technical support to major brands like Motorola and BenQ-Siemens mobiles and has a presence in 28 countries across the Middle East – Africa region. “As Motorola’s Customer Care partner, Technocare regularly scores 90 per cent and above on the customer index as opposed to the industry norm of 80 to 85 per cent,” says Kattel. “We have benchmarked this customer satisfaction index for our Siemens Speed Stream customer care call centre and are confident of success.”
