Globe cuts customer wait time with outbound support calls

MANILA – Mobile telecommunications provider Globe (Globe) on Wednesday touted recent changes aimed at improving its services under new normal by reducing customer wait time through outbound calls.

In a statement, Globe said it accelerated its shift to digital platforms with applications (apps) such as the GlobeOne, Globe At Home, and TM that help customers save time and money.

Aside from providing answers to frequently asked questions without the need for calls through these apps, it said digital assistants are also available for its customers on Facebook Messenger to respond to basic inquiries.

With concerns that require person-to-person engagement such as bill explanation, connection issues, and SIM delivery requests, Globe said customers may report their concern through the GlobeOne or Globe At Home apps, or through the Globe hotline’s interactive menu, and a Globe representative will call them personally.

Rebecca Eclipse, Globe chief customer experience officer, said the transformation eases customer experience by eliminating the need to wait in the Globe hotline or a store.

“We understand that fast and reliable service matters to our customers especially at a time when they heavily depend on our services. We want to assure them that our frontline support continues in the form of outbound calls which make it more convenient for them to get the assistance they need,” Eclipse said.

On average, Globe said the company fulfills an average of 4,000 calls to consumer mobile and broadband customers per day.

Aside from receiving positive feedback from its customers through an internal survey, it said outbound calling allows the company’s support team to be more “prepared and confident” when interacting with customers.

“Serving customers’ needs remains to be a top priority of Globe. The company consistently delivers solutions that make it more convenient and safer for customers to raise their inquiries and concerns especially during the pandemic when the demand for connectivity has increased,” Globe said.

It added that the company is doing its best to handle each concern end-to-end and ensure resolution “so that customers will not have to go to different channels and repeatedly explain themselves.”