Tata Docomo, GSM mobile service of Tata Teleservices Ltd, has launched a new customer care initiative which allows a subscriber to talk to customer care representative in his or her preferred language irrespective of where he is calling.

  • Make Telecom Talk My Trusted Source
  • Source of Google
  • Source of Google

A Kannada speaking customer from Karnataka, for example, traveling to Amritsar (Punjab), can speak to a call center person in Kannada if he needs any help form the service operator. This was made possible by linking a mobile number with preferred language selected the first time the customer called a call centre in his or her home circle.

Tata Docomo’s claims the internal research has also revealed that most customers prefer to talk to a person rather than an interactive voice recorder which takes a caller through a lengthy cumbersome options-driven system. The company, therefore, has created an option that allows a caller to speak to a customer care executive by pressing ‘9’ after the language option.

Yatish Mehrotra, Chief Operating Officer, Karnataka & Regional Head, Tata Docomo South, stated “Our system has been programmed to identify a mobile number with preferred language and accordingly the call gets diverted to a representative who speaks that language.”

Mehrotra claimed that large investments in call centres help Tata Docomo to pick up calls within 10 seconds for 98 per cent of calls.