Jordan Telecom Company (JTC), the country's only fixed telephony provider, on Tuesday announced the relaunching of its 121 Information System directory as a newly developed package, said the Jordan Times.
JTC's chief marketing officer, Olivier Faure, was quoted by the daily as saying that the company was dedicated to a dual strategy, “the urgent priority to improve the quality of the 121 service” in the short term, while aiming for long-term improvement of customer relations and facilitating access to JTC.
The recent upgrade aims to improve the quality, capacity and response time of directory information and raise customer satisfaction, allowing it to answer 4,000 calls an hour, up from 1,500, while answering 95 percent of all calls within five seconds.
According to JTC chairman Shabib Ammari, “this is one component of a bigger project called the Customer Care and Billing System [that] JTC is undertaking at the cost of JD9.4 million.”
A JTC statement said that the new system had raised the number of 121 screens from 25 to 80, and had enlarged the staff from 102 to 270.
Faure pointed out that 70 percent of 121 calls were handled at the central Amman call center. Another two call centers are being prepared in Irbid and Karak, and will later be integrated with the Amman center – Albawaba.com
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