15% increase in customer service agents this year: Vodafone Egypt

Vodafone Egypt receives 20,000 complaints a month out of 2.5m calls from its clients, according to Ashraf Helal, the company’s Customer Care and Commercial Operations Director in Vodafone Egypt.

Of these calls, 95% are answered before being transferred to the customer service agent, through short codes and the company’s official website.

Helal said the company raised the number of its customer service agents by 15%. After developing and improving the networks performance, complaints have declined by 50%. The reason behind this was preparing networks with batteries with a longer lifespan of between six to eight hours. This prevents power outages to affect the service. He added that with regard to its response to customer complaints the company is the fastest among mobile phone companies.

He revealed that Vodafone Egypt started providing sign language services for those with hearing impairments, through the company’s customer service agents.