Comments on: The Endless List of Choices: PLDT IVR http://philippinecustomerservice.com/2008/12/featured/pldt-ivr/ Elevating the standards of customer service within the Philippines. Tue, 31 Aug 2010 07:42:51 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Chen Gao Rui http://philippinecustomerservice.com/2008/12/featured/pldt-ivr/comment-page-1/#comment-33 Chen Gao Rui Fri, 01 Jan 2010 16:30:39 +0000 http://philippinecustomerservice.com/?p=62#comment-33 I agree that the "Call Flow" of PLDT customer service hotline needs to be improved. We can help them if they want since we have previous experiences designing such, dont we? I agree that the “Call Flow” of PLDT customer service hotline needs to be improved. We can help them if they want since we have previous experiences designing such, dont we?

]]> By: Jam Mayer-Flores http://philippinecustomerservice.com/2008/12/featured/pldt-ivr/comment-page-1/#comment-31 Jam Mayer-Flores Fri, 01 Jan 2010 06:34:31 +0000 http://philippinecustomerservice.com/?p=62#comment-31 Allan - doubt if they have a process improvement group OR they aren't doing their job. Hey, that means work for us! :-) Allan – doubt if they have a process improvement group OR they aren’t doing their job. Hey, that means work for us! :-)

]]> By: Allan Carreon http://philippinecustomerservice.com/2008/12/featured/pldt-ivr/comment-page-1/#comment-32 Allan Carreon Thu, 31 Dec 2009 17:26:08 +0000 http://philippinecustomerservice.com/?p=62#comment-32 This is too painfully funny. PLDT's IVR is one of the worst I've encountered, along with BDO's and BP's. I actually like BDO in general, except for that darned IVR. It's especially annoying if you're in an emergency (ex. calling from a cellphone as you are at an ATM, and the machine has eaten your card) and it's taking forever; it takes a couple of minutes just to navigate to get to talk to someone, and then they put you on hold. Sheesh. Hello, not only has your machine eaten my card or debited me a huge amount that shouldn't have, but my cellphone bill skyrockets. IVR's are useful; I'm all for it. However, someone has to streamline these. It just grates on the customer experience. Don't these companies have process improvement personnel? This is too painfully funny. PLDT’s IVR is one of the worst I’ve encountered, along with BDO’s and BP’s. I actually like BDO in general, except for that darned IVR. It’s especially annoying if you’re in an emergency (ex. calling from a cellphone as you are at an ATM, and the machine has eaten your card) and it’s taking forever; it takes a couple of minutes just to navigate to get to talk to someone, and then they put you on hold. Sheesh. Hello, not only has your machine eaten my card or debited me a huge amount that shouldn’t have, but my cellphone bill skyrockets.

IVR’s are useful; I’m all for it. However, someone has to streamline these. It just grates on the customer experience. Don’t these companies have process improvement personnel?

]]> By: DAMMY http://philippinecustomerservice.com/2008/12/featured/pldt-ivr/comment-page-1/#comment-35 DAMMY Sun, 13 Dec 2009 13:02:36 +0000 http://philippinecustomerservice.com/?p=62#comment-35 um its just i want to carry my landline through wifi so i can make calls using my wifi phone link to my voip server to my landline@home and i can make cheap calls even im so far away, except if there is wifi signal or gprs, i hope grps price will go done so i can have my own pldt pluss on wifi. ^_^ um its just i want to carry my landline through wifi so i can make calls using my wifi phone link to my voip server to my landline@home and i can make cheap calls even im so far away, except if there is wifi signal or gprs, i hope grps price will go done so i can have my own pldt pluss on wifi. ^_^

]]> By: Chen Gao Rui http://philippinecustomerservice.com/2008/12/featured/pldt-ivr/comment-page-1/#comment-34 Chen Gao Rui Sun, 13 Dec 2009 08:33:53 +0000 http://philippinecustomerservice.com/?p=62#comment-34 Dammy, PLDT has IP PBX services offered. I just dont know if it is applicable to residential. I think they are running on a next generation network already, right? Or even newer technologies. Then again, maybe there is no demand for what you are looking for since they are marketing mobile landline only to maximize and streamline with smart. Dammy, PLDT has IP PBX services offered. I just dont know if it is applicable to residential. I think they are running on a next generation network already, right? Or even newer technologies. Then again, maybe there is no demand for what you are looking for since they are marketing mobile landline only to maximize and streamline with smart.

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