Initial delays inevitable with new services

PUBLISHED : Sunday, 11 November, 2001, 12:00am
UPDATED : Sunday, 11 November, 2001, 12:00am

I refer to the comments of Brian Apthorp (Sunday Morning Post, October 28), on Pacific Century CyberWorks' (PCCW) hotline service. We always welcome customer feedback.

Operating Hong Kong's largest hotline operation - more than 2,000 staff in several centres handle more than eight million calls each month - is a big job and we are constantly seeking ways to improve our customer service.

Regarding Mr Apthorp's comments, we are currently implementing service improvements to our hotline.

We are working on long-term improvements to the quality of English in the area of customer service, by hiring native English speakers and actively improving the English of all our representatives.

Also, we are currently reviewing the Interactive Voice Response System with a view to providing a more convenient and efficient service.

Customer care is our main priority and we are continually upgrading our services to customers. As we introduce new technologies to streamline our customer-service provisions and improve operational efficiency, we may experience some initial delays. These are necessary steps and part of PCCW's long-term commitment to its customers.


Senior Vice-President

Corporate Affairs