Four seats in CallPlus’s 80-seat contact centre are providing valuable information to the ISP on the brink on creating a nationwide telecommunications network.
CallPlus currently resells Telecom’s copper wire, but with the onset of LLU the company can put their own equipment into telephone exchanges and roadside cabinets. In the meantime it’s developing a wireless network using Wimax technology.
The test area is Whangarei, where there are currently 100 customers. This week CallPlus began a telemarketing campaign offering two wireless Wimax phones for an installation fee of $99. The company is hoping this will encourage Whangarei residents to switch from Telecom’s copper network to its regional Wimax network.
CallPlus marketing manager Mark Callander says there is room for up to 600 customers at the base station and, as they reach capacity, this small group will provide them with valuable customer care information. Four experienced CSRs have been given an additional two days training in the Wimax product and the calls they take are being closely monitored: “What is their (the Wimax customers) behaviour? Do they call twice as often as other, or not at all? Is the service robust enough?”
Callander says information gathered by the ‘Wimax CSRs’ will be used “for LLU and Naked DSL strategies.”