I wish to offer my opinion on the call centers run by the mobile operators of Bangladesh as a regular user of mobile phone. Currently there are a total of six mobile phone operators in the country. Each of these companies has its own separate call centres/customer care centres. But there are some common problems being faced by the users regularly.
The call charge of customer care is ridiculously high. They charge more than the regular call rates. Also users have to go through a long waiting process. The mobile phone operators also charge for the waiting time. There is no assurance that at some point of the waiting process one will finally get the service he or she needs. So, at the end of a long waiting period and in exchange for a good amount of money the service is still not guaranteed. The situation is almost same for every service provider who is working in this industry.
No service provider is 100 per cent accurate but still if one can somehow get to the receiving point, the problem solving accuracy is quite good. They have been recently providing online service centres. That is also very effective. But online access is not easy. So, the operators will have to improve their call service quality further. Hiring more service providers and maintaining a good system can reduce the existing problems. They are mainly focusing on cost cutting factors, but at the same time they should put more emphasis on consumer benefits as well.
Khandaker Tahsin Alam
Student, Department of Business and Administration.
East West University, Dhaka