- Hotlines: Pÿur, Telefónica O2 and 1&1 tested
- Hotlines: Deutsche Telekom & Vodafone
- Hotlines of fixed network operators in Austria in the test
- Testing the hotlines of fixed network operators in Switzerland
Although many things can now be done independently using a customer app (see test from page 76), network operator hotlines are far from obsolete. Whether it’s billing questions or tariff advice, help with technical problems, questions about technologies and their use in everyday life – there are many areas in which customers are looking for personal contact with the network operator.
Fixed network test in the DACH region connect presses the hotlines on the skin every year with a number of calls and questions (test procedure page 75) in order to check the accessibility and, above all, the quality of the advice. We not only test the nationwide landline providers in Germany, but also in Switzerland and Austria – although there were a few surprises this year.
So testet connect
- 165 Tester in use for several weeks
All broadband providers were each contacted ten times with five different questions at different times – so each provider was called 50 times.
- quality of the statements
For connect, the quality of the statements is the greatest asset in a service test and is given the highest weighting with 325 points. The decisive factor is whether the correct and complete answers were given.
- availability/waiting time
The focus was also on accessibility (there is a maximum of 100 points for this): How often is the hotline called with an enquiry, how often is the caller forwarded? The waiting and reaction times (maximum 35 points) were also precisely measured and evaluated. How long do I wait for a contact person? Can I even get through? In addition, the duration is recorded until you are looped through by the voice computer to a hotliner. The user guidance of the speech computer is rated with a maximum of 15 points.
Will my request be properly understood and accepted? Will I be given friendly advice or dealt with quickly? When it comes to soft skills, it is well known that the sound makes the music. There were also points for this in the test – a maximum of 25.
Source: RSS Feed: Connect – Vergleichstest by www.connect.de.
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