Telkom wake-up before it’s too late

I work at StarTek Outsourcing also known as Aegis Global, our job is to assist Telkom customer with internet, landline connections and logging of faults over the phone. When you call 10210 and opt for Technical support, your calls comes through to us. The most disturbing thing about this company is that they do not care about customer service thus making Telkom customers suffer, you can get a query from a customer who needs assistance with connecting to the internet and you can see that you can solve this query but it will require at least 20-30 minutes but they will tell you that you only have to spend 7 minutes on a call, when that 7 minutes mark reaches they start complaining telling you to instead log a fault so that a technician should be sent to the customer’s premises and assist thus charging the customer for unnecessary call out fee. The only things they care about on the call is keeping the promises they made to Telkom that their agents can achieve an average handling time of 7 minutes, whether the customer is assisted on their queries they don’t care, for them if you can’t reach that time, it better you drop the customer’s call so that they can reach the target. If a call cuts while you are assisting the customer they tell you not to call back, i mean how can you call yourself a technician if you can’t even follow up with the customer if they are connected or not. One more thing I found out is that Telkom doesn’t even care, a customer can log a fault that their line is not working and then 3 weeks later the fault is still unattended, no technician has been assigned to the fault whatsoever. And their Openserve technician are *********, they can close a case without telling the customer and the customer just receives an sms that their fault has been close no explanation as to why they closed it yet the line is still not working. Some technicians even lie and said they went to the customer’s premises and fix the problem but when you check the problem is still there. I have dealt with customer who’s services has been down for two month (60 days) even more and no one has contacted them as to what’s happening, but come months end they are quick to bill the customer even though they haven’t been using the service for two months, they can suspend your service for missing a day without paying but they take weeks and weeks to solve the problem. I love assisting customers but how can you assist if the management doesn’t care about the customer, they only care about their money. Some customers use this services to run their businesses, others for work and entertainment purposes. A lot of this people are losing money, their businesses are falling because Telkom doesn’t know how to treat customers. In the next 5 to 10 years Telkom will lose 30-50% of their customers if they keep running things like this. First thing have reliable business partners who cares about your customers, employ technicians who knows what they are doing, Openserve technicians they don’t know what they are doing, some go to the customer’s premises intoxicated with alcohol, some don’t even know how to configuration a router/modem. You can’t have millions of customers and yet have shortage of technicians to assist your customers. I know that this review is going to be read by someone like me, just an agent who can’t do anything to change the situation. My advice to the customers , find a better deal elsewhere just because it’s cheap doesn’t mean it’s consistent.