Happy Call for Managers at Semnan Province Telecom Offices: When Managers Hear the Customer's Voice Directly

The first Happy Call program for managers and heads of telecommunications offices in Semnan Province's counties was held on Sunday, Mehr 19, 1405, in the public relations office of this complex, with the presence of Abutaleb Daraei, director of the Semnan county telecommunications office, and with the participation of Eng. Hamidreza Rahimi, provincial telecommunications director. The program aimed to establish direct communication between managers and customers, evaluate the real experience of receiving services, and identify opportunities for improving service delivery processes to the…

The first Hepical program of telecommunication managers and chiefs of the cities of Semnan province was held on Sunday, October 19, 1405, in the presence of Abu Talib Darai, the telecommunications manager of Semnan city, and with the presence and accompaniment of engineer Hamidreza Rahimi, the telecommunications manager of the province, in the public relations office of this complex. A program that was implemented with the aim of creating direct communication between managers and customers, evaluating the actual experience of receiving services and identifying improvement capacities in service delivery processes.

According to Ambassador Arjan of Semnan Province, this program was formed within the framework of the order of the CEO of Iran Telecommunication Company to implement Hepical throughout the country and with the emphasis of the Director of Telecommunications of Semnan Province, with the cooperation of inspection and public relations areas of the province; An approach in which, instead of relying on administrative reports and indirect evaluations, city telecommunications managers and heads personally contact subscribers and discuss the quality of services received, the level of satisfaction, and possible issues in the way of service delivery.

In the first stage of the implementation of this plan, the contact information of the subscribers was extracted from the Yara telecommunications system, and the subscribers in the community were targeted who had recently registered a breakdown or had requested to receive the fiber optic service and the desired service had been established for them. In this program, 30% of these subscribers were randomly contacted in order to evaluate the customer's experience and get a more tangible picture of the service quality at different stages of service delivery.

In the course of the calls, Semnan city telecommunications manager while talking directly with the subscribers, asked their opinion about the process of registering and following up the request, the duration of the service, the method of reference and performance of the executive experts and other steps of receiving the service. Also, the issues, possible dissatisfactions and suggestions raised by the subscribers were taken into consideration in order to identify the points that can be improved, not only based on the perceptions within the organization, but also by relying on the actual experience of the service users.

Eng. Rahimi, the director of telecommunications of Semnan province, was also present at the venue of the program, and he closely witnessed some of the calls made and the dialogue process of the telecommunications manager of Semnan city with the subscribers, and on the sidelines of this program, he emphasized the importance of direct communication between managers and customers and taking advantage of their real feedback in improving the performance of the complex.

In explaining the desired approach in the implementation of Hepical, he stated: To accurately understand the quality of service, we must hear the customer's voice directly, and what the customer experiences in practice can clarify details that are less visible in regular administrative reports. The direct contact of managers with customers provides the opportunity to better understand the gap between the internal evaluation and the actual experience of receiving the service.

Pointing to the importance of the customer's position in the evaluation of the collection's performance, the director of telecommunications of Semnan Province added: The purpose of Hepical is not only to make calls and ask about the level of satisfaction; The main value of this program is revealed when the common answer is heard, his problem is carefully investigated and the result of this conversation is reflected in the decisions and corrective actions. If the customer has encountered a delay, difficulty or inconsistency in the process of receiving the service, we must find the cause and take action to fix it.

Reviewing the feedbacks received in the first Hepical program showed that the assessment of service quality requires simultaneous attention to the final result and the steps leading to service delivery. Therefore, issues such as circular scheduling, executive coordination, how to refer experts and the experience of subscribers in the process of receiving fiber optics, were in the focus of the calls.

It should be noted that the Hepical program of the managers and heads of the telecommunications of the cities of Semnan province is followed in the three main axes of examining the status of service delivery, assessing the level of customer satisfaction and measuring the quality of performance in the service delivery process, and the distinctive feature of this approach is the direct presence of managers in the process of receiving feedback and direct exposure to the views, expectations and issues of subscribers; A topic that can bring performance evaluation from the level of indicators and reports to the level of real customer experience.