Oct 13, 2020 10:58 AM
2569 Views
FIRSTLY:
I'm a technical professional and so I know how to sort out most of the technical issues myself if local and can isolate if the issue originated from the ISP side too. So I definitely know who needs to look into what.
THIS ENTIRE REVIEW IS RELATED TO POOR CUSTOMER SERVICE from ACTF FIBERNET side for a quality product(so far, that's my experience):
Many factors were pulling down my overall customer service experience and here they are:
1.Wrong information shared by ACT FIBRENET Cus Care Exec.
2.Ticket / SR created with incorrect details
3.Delays in team responding to requests / picking up tickets
4.Toll numbers not functioning properly and frequent call drops when ACT FIBERNET Cus Care reaches out to Customer
5.No useful response from ACT FIBERNET helpdesk within agreed SLA / expected resolution time
6.Non-responsive escalation authorities(email Nodal Officer and / or Appallate authority)
7.Very poor and slow follow-up efforts
Overall, it's a very "average to POOR" customer service experience and I feel that one should NOT be in a state to reach out to ACT FIBERNET Cus Care team.
They really test your patience and don't deliver what they commit as a company to the customer.
On top of everything, ACT FIBERNET Cus Care sometimes give you false details which I'm sure is against their own very process guidelines, and those executives
are still part of their system without proper training. That's the reason why people are calling ACT FIBERNET as SCAMMERS or CHEATERS though I don't see ACT FIBERNET
practicing such things across everyone.
I've some REAL STRONG ADVISE for whomsoever at ACT FIBERNET if they want to sustain in the market:
1.Focus on Training the staff and have them undergo an assessment every few months to ensure that their process understanding is good
2.Assessments to measure their staff knowledge on the products supported, basic FAQs etc.,
3.Arrange training for those staff members who don't scale well in quality audits and take appropriate action!
4.FOR GOD's SAKE - Please monitor the calls and audit them. Many agents are getting away with their mistakes. Few months of strong internal auditing can help you retain customers as well as bring back the lost shine.
5.Please add more staff if you're overloaded. It's more challenging when you don't have enough workforce but commit big!
