Servicing of nearly six million customers is an enormous challenge. Constant technological progress opens new communication channels and forces continuous changes in the organization of work of our customer service representatives. When servicing customers and making efforts to ensure their satisfaction, there is no end to improvements – we know that good can be better and better can be best.
Our customers do not call or write letters to us just to socialize – every customer’s decision about contacting Cyfrowy Polsat Group stems from a specific case which they want resolved as soon as possible. Malfunctioning set-top box, lack of Internet access in customer’s smartphone, a request to explain items on the invoice, poor signal from the satellite antenna – there are hundreds of reasons. We would like to treat all of them with utmost care. Our priority is to resolve every issue during the first contact, so that the customers had exhaustive answers to their questions immediately after finishing the conversation with a customer service representative.
A committed and trained team of over two thousand customer service representatives, experienced managerial staff and great flexibility of operations are our main advantages. Latest technical achievements support customer service. We have created an advanced customer relationship management system which integrates all communication channels – both electronic as well as by phone or mail. Thanks to the implemented solutions we may carry out and document servicing of each customer more effectively.
The core of the Group’s customer service is the customer service call center. This system comprises four separate call centers integrated through an intelligent call routing system. It guarantees reliability and an uninterrupted twenty-four hour, seven-day a week phone service. The intelligent distribution system handles calls depending on the subject matter and forwards the call to appropriate agents, which reduces customer service time. Nearly 2100 people work in our call centers – 1400 of them take phone calls from customers, the rest manages letters and e-mails. Customer service representatives are competent to handle all issues related to the services we deliver – they provide information about our services, act as agents in concluding subscriber agreements, accept possible complaints and provide information about payments. Contact numbers of our call center lines are universally available – we provide them when advertising services in the media. Received requests and complaints are classified in detail by type and source of issue. A regularly conducted analysis of reasons helps us to identify and resolve issues, as well as take preventive actions.
Every year our customers are able to resolve more and more issues without the need for contacting our employees. Aside from interactive voice response systems, online customer service systems ensure safe and free-of-charge access – both Cyfrowy Polsat and Polkomtel offer their own online platforms. Customers can purchase or modify their service packages by themselves, check the payment balance together with its history, control available units within the active service packages and make payments. Additionally, while using online systems they can modify their contact and address data, print a postal payment slip or direct debit form for a bank, check the technical specification of the owned equipment, print relevant operating manuals, renew connection with the satellite, restore factory settings of PIN in the set-top box, and contact us through the online contact form.
Since 2015 Polkomtel provides a mobile application dedicated to customer account management and accessing up-to-date information related to the account. The use of this service is free of charge and data traffic generated through this application is not subject to fees for data transmission.