Wednesday, February 22, 2012

Another first from Globe: Visayan customer hotline

Globe Telecom marks another milestone in the Philippine telecommunication industry, offering the first trilingual customer hotline service with the launch of its Visayan interactive voice response (IVR) system. 

With the launch of the new hotline system, Visayan-speaking Globe subscribers can call 730-1000 from any landline or 211 from any Globe or TM mobile number and simply follow the voice prompts so they are directed to a Visayan-speaking customer service representative. They can then inquire about Globe broadband and landline services or raise concerns and requests, while conversing in Visayan. The Visayan-speaking customer service representatives (CSR), based in Cebu, will be on hand 24/7 to accommodate calls.

“Once again, we are raising the bar of customer hotline services by putting in place a system that can fully understand queries and concerns of a specific group of subscribers,” said Joe Caliro, Head for Customer Experience of Globe. “This is a milestone not just for Globe but most importantly for our Visayan subscribers because their concerns will be addressed at the soonest possible time in their own language.” 

The hotline service is done in partnership with Aegis People Support and Tech Mahindra, two of the best-in-class contact center firms in the global business process outsourcing (BPO) industry. 

The Visayan language is the second most-widely spoken dialect in the country, with over 20 million Filipinos speaking the language in various provinces and cities in the Visayas and Mindanao. 

In addition, Globe has set up more customer service channels in addition to its existing channels such as the Talk2Globe Hotline via 730-1000 (toll-free via Globe Landline) or 211 (toll-free via Globe/TM mobile), official Talk2Globe accounts in Facebook and Twitter, and the Talk2Globe e-mail account ( to reach more subscribers and to immediately respond to queries and concerns on its services available for Globe subscribers. 

These new Talk2Globe channels include chat functionality available on the Globe website or via Yahoo! Messenger (by adding the Talk2Globe account—Talk2GLOBECHAT) that provides real-time feedback from customer service representatives who are on duty 24/7. Globe subscribers anywhere in the Philippines can also get assistance by texting HELP to 1234 for free. 

Globe also launched *143#, the newest and easiest quick-service menu that allows subscribers to know more about the latest Globe promos at the touch of a button for free. Just dial *143# and press the call button on the mobile phone to quickly access billing and load details, as well as call, text and surfing promos, do GCASH transactions, download related services, and share prepaid load to Globe and TM users without having to memorize registration codes and access numbers. 

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