The main point of this gathering was to address issues that people saw negatory towards Zain. There was a lot of crisitim questions and Zain endorsed it pretty well. The conference started off with discussing how Zain is being accused of ripping people off with bills. They did admit at 2009 there billing system was changed and there was a bug that doubled some people’s bill. They fixed that as soon as possible and anyone that reported the problem got his bill fixed. However, there is nothing else on regards to bills beside this mistake and they challenge anyone to come forth with an unjustified bill amount.
The discussion moved on to roaming issues where customers come back home and are shocked by the huge amount they have to pay. A very notable tip I must mention, when you are abroad and someone calls you but you don’t answer(missed call) there will be no amount added to your bill. But if someone calls and you hang up, which is also not answering, the data is transmitted to the telecom provider you are using abroad. That telecom provider then charges you for it. So do not hang up on someone when they’re calling, just leave the phone until it stops ringing.
Although the confrence was an overload information it was really helpful to understand how Zain operates. They will hopefully do this bloggers conference every quarter to address issues and problems people see in Zain. They also took some advice as to how to improve their features. It was a very interesting yet passionate discussion.
We then moved on to take a peek at their call center. I saw someone answering calls while standing, I don’t blame him sitting there for endless hours. The call center staff looked energetic and exited to see people visiting, something that obvious rarely happens. Zain answers around 60,000 calls a day, peak hours after futoor have around 90 staff present.
I think this move by Zain is a successful one, instead of releasing information which is a one way direction. They decided to invite people, this way it is a two-sided discussion so that all criticism can be answered in a thorough manner. I might post more pictures after I get them from 360Dewan.