Jordan
Telecom launches outsourced contact centre
Posted: 1 June 2003
Delivering tailor made solutions for businesses to get
closer to their customers
Building on its commitment to be a provider of high-quality services
to the region, Jordan Telecom announced it will be launching an
outsourced Contact Center in the third quarter of this year.
The Contact Center will deliver customer relation centric solutions
through a skilled multilingual workforce, IP-enabled infrastructure
at a highly competitive cost for local and regional companies.
“Jordan Telecom is working towards achieving His Majesty’s
King Abdullah II vision of creating a vibrant ICT sector, which
provides services on local and regional levels, by launching a regional
outsourced contact center, we are planning to target businesses
in Jordan and export services to the region,” said Pierre
Mattei, CEO of Jordan Telecom.
“The company has been always committed to the advancement
of the sector by providing state-of–the-art-services, by having
a contact center; Jordan Telecom is delivering another milestone
to the regional telecommunication market.”
By offering unparalleled services in the region the outsourced
Contact Center will be targeting different sectors such as governmental,
tourism, finance, transportation, education and IT in addition to
many different sectors.
The customer relationship management solutions will be tailor-made
to meet individual company’s requirements implemented by a
highly-trained workforce accompanied by the most reduced international
rates on regional level
“The Contact Center underpins the development of advanced
customer services for companies looking to have a strong presence
in the region, by taking this into consideration we have employed
highly skilled employees who are able to share their expertise with
local and regional businesses in a professional manner,” said
Ziad Hamzeh, operational marketing manager at Jordan Telecom.
“Our goal is to deliver services to different sectors in
order to enable them to benefit from one of the most advanced infrastructures
in the region, the Contact Center will be able to increase the value
of customers relationship via multimedia contact channels that improve
service quality and increase customer loyalty.”
The Contact Center will be providing three different services to
customers; Welcome Desk, Full Services Desk and a Market Research
Desk.
The Welcome Desk is dedicated to receiving incoming calls and either
forwarding the call to requested extension or a customer service
representative, or taking a message.
The Full service desk provides advanced solutions and handles more
complex request such as processing orders and taking reservations.
As for the market research desk it enables the customer to gather
the information for market research services, surveys and polls,
in addition to telemarketing and new product announcements.
The services are done through telephone, fax, text messaging and
web–enabled communications 24/7.
“Jordan Telecom is pleased to provide these services to regional
and local businesses in cost effective rates which will enable them
to expand their services and strengthen their relationship with
customers by depending on a reliable representative in the region,”
added Mattei.
About Jordan Telecom
Jordan Telecom, established in 1971, is the provider of Jordan’s
only fixed line network (Jordan Telecom), an ISP (Global One), a
GSM operator (MobileCom) and Internet content delivery services
(e-Dimension). Jordan Telecom has the exclusivity on fixed line
voice and data transport until end of 2004 and provides a highly-developed
fixed line network which forms the backbone of Jordan’s communication
services.
The privatization of the company in January 1997 and the partnership
with France Telecom, in January 2000 have allowed the company to
make major investments in the network and services offered.
A Data Communications Network and an Internet Access Project has
created the national IT hub, which includes national switching and
international connectivity through Flag and satellite, as well as
establishing a state-of-the-art digital network covering 98 percent
of the population.
The partnership with France Telecom proved to be the most advanced
global telecommunications merger in the Kingdom, paved the way for
the government's shares to be the public in the company’s
IPO at the end of 2002.
Posted by Richard Price,
Editor Pipeline Magazine
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