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Orange UK Moves To Boost Customer Support
By: MarkJ - 20 August, 2007 (1:45 PM)

Mobile operator and broadband ISP Orange have announced the investment of 100m into improving its beleaguered customer service.

The France Telecom owned giant has already begun the process by installing a new voice recognition system to improve its telephone support lines:

Mike Hughes, a customer services executive at Orange, said consumer expectations were very high for mobile services. "It is one of, if not the, key differentiator," Mr Hughes said, citing increasing mobile sophistication for increasing call volumes.

As a result, Orange is looking to upgrade its customer service systems that Mr Hughes described as "not fit for purpose".

Orange has added 1,000 customer service agents over the past year and has turned its attention to the underlying platforms that route incoming calls.

Unfortunately Orange's support woes are nothing new but the provider admits to still having "an awful lot of work to do". Their honesty is refreshing but may come too late for those that have been affected by the problems. More here.


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