Sustainability

Quality Management of Service Centers

 

Chunghwa Telecom values its service quality and consumers’ opinions. We step down from the past mentality of superiority in technology and put ourselves in consumers’ position to evaluate our services in a rigorous manner, so that a comprehensive, quality and efficient service can be provided through front line customer service such as stores and cloud counters, or customer hotline, website and interactive network counter and social network. By the end of December 2017, we have established 465 stores, and 285 franchised stores, which made up the total of 750 service stations. 

Both Chunghwa Telecom service center and customer hotline have been approved by International Organization for Standardization (“ISO”), with business counter, cloud counter and network customers working separately as a whole, we were honored by “2012 Contact Center of the Year” in “Customer Relationship Excellence Awards” from Hong Kong Asia Pacific Customer Service Consortium. Also in 2017, Chunghwa Telecom ranked first in the telecommunication industry during Global Views Magazine’s “2017 Five Star Service Award” for six years in a row.

Introduce Exquisite Service

By challenging itself and achieving excellence, Chunghwa Telecom strives to provide exquisite services with efficient and convenient qualities, thereby realizing its corporate vision of “most valuable and trusted ICT company”. By creating a customer oriented culture and acquiring expertise in the field of ICT, we are dedicated to providing heart-touching services with sincerity, genuineness, attentiveness, patience and caring.

● Professional technology service: Emphasis on new technology equipment to generate new demand from customers. We established a professional technical service team to provide instantaneous, customized, and competent service.

● SGS Qualicert: In stores, not only do we apply our SGS Qualicert international service qualification but we also seek Consultancy Company’s advice and move towards exquisite services, have mystery customer to identify any weakness in our customer services. In addition, our services have been well received and recognized by the consumers and we have received first place in Common Wealth Magazine’s 2013 Gold Medal Service Award in telecom carrier.

● Service standard at clerk counter: By introducing exquisite service guidance, we have designated internal consultant and coach to help service personnel to provide customers with dedicated and heart-warming service with professional touch.

● Touching service: To motivate service personnel to develop enthusiasm and expertise, thereby providing best services to exceed customers’ expectation, we have established “Touching Service Arena” to record excellent services for others to share, learn and download.

Major Network Interruptions and Counter-measures

Pursuant to relevant business management regulations that National Communications Commission (NCC) announced in 2017, Chunghwa Telecom discloses annual major network interruptions and explains how to handle following repairs and damage management methods.

1. A summary of interruptions in 2017

●  Because of certain equipment problems, some users in Taipei, New Taipei, Keelung, and Yilan areas were unable to access the network in February.

  Because of a fire alarm caused by its deteriorating local telephone system, Hsinchu area enforced in July a power outage to salvage the equipment involved.

  Changhua area suspended services because of central control problems in October.

2. Reviews and improvements

A review of causes for the interruptions finds the following problems:

  Aging equipment and components

●  Unpredictable interruptions

To strengthen Chunghwa Telecom’s overall operation and improve the stability and reliability of network services, we have taken the following measures:

  Enhance the standard operating procedure (SOP) for equipment repair and the training of maintenance personnel so as to improve equipment operation and repair capabilities and shorten interruptions determination and handling time. At the same time, establish an alert and reporting mechanism for irregular interface traffic and improve lateral communication and problem solving through the app Line.

  Check all the models of the type of equipment that developed problems. A total of 40,000 models were checked in 2017 and models found to be overheating were sent for repair. Also, each branch office is required to check relevant equipment every 3 months and write the results in the logbook for follow-up tracking.

3. Further improvements that follow

  Hold training activities on a regular basis, with a total of 900 people receiving training and update the on-duty handbook.

  Strengthen training courses for core network service personnel to improve their repair and maintenance skills, and equipment operation. A total of 42 persons received relevant training in 2017.

Because of efforts by network service maintenance units to strengthen the training of repair personnel, the average major interruptions occurred in 2017 was 0.013 times per customer, which has dropped from 0.019 in 2016. Besides, the average duration of interruptions in 2017 was 1.55 minutes per customer, which was also reduced from 3.69 minutes in 2016.

Chunghwa Telecom values its service quality and consumers’ opinions. We step down from the past mentality of superiority in technology and put ourselves in consumers’ position to evaluate our services in a rigorous manner, so that a comprehensive, quality and efficient service can be provided through front line customer service such as stores and cloud counters, or customer hotline, website and interactive network counter and social network. By the end of December 2017, we have established 465 stores, and 285 franchised stores, which made up the total of 750 service stations. 

Both Chunghwa Telecom service center and customer hotline have been approved by International Organization for Standardization (“ISO”), with business counter, cloud counter and network customers working separately as a whole, we were honored by “2012 Contact Center of the Year” in “Customer Relationship Excellence Awards” from Hong Kong Asia Pacific Customer Service Consortium. Also in 2017, Chunghwa Telecom ranked first in the telecommunication industry during Global Views Magazine’s “2017 Five Star Service Award” for six years in a row.

Introduce Exquisite Service

By challenging itself and achieving excellence, Chunghwa Telecom strives to provide exquisite services with efficient and convenient qualities, thereby realizing its corporate vision of “most valuable and trusted ICT company”. By creating a customer oriented culture and acquiring expertise in the field of ICT, we are dedicated to providing heart-touching services with sincerity, genuineness, attentiveness, patience and caring.

● Professional technology service: Emphasis on new technology equipment to generate new demand from customers. We established a professional technical service team to provide instantaneous, customized, and competent service.

● SGS Qualicert: In stores, not only do we apply our SGS Qualicert international service qualification but we also seek Consultancy Company’s advice and move towards exquisite services, have mystery customer to identify any weakness in our customer services. In addition, our services have been well received and recognized by the consumers and we have received first place in Common Wealth Magazine’s 2013 Gold Medal Service Award in telecom carrier.

● Service standard at clerk counter: By introducing exquisite service guidance, we have designated internal consultant and coach to help service personnel to provide customers with dedicated and heart-warming service with professional touch.

● Touching service: To motivate service personnel to develop enthusiasm and expertise, thereby providing best services to exceed customers’ expectation, we have established “Touching Service Arena” to record excellent services for others to share, learn and download.

Major Network Interruptions and Counter-measures

Pursuant to relevant business management regulations that National Communications Commission (NCC) announced in 2017, Chunghwa Telecom discloses annual major network interruptions and explains how to handle following repairs and damage management methods.

1. A summary of interruptions in 2017

●  Because of certain equipment problems, some users in Taipei, New Taipei, Keelung, and Yilan areas were unable to access the network in February.

  Because of a fire alarm caused by its deteriorating local telephone system, Hsinchu area enforced in July a power outage to salvage the equipment involved.

  Changhua area suspended services because of central control problems in October.

2. Reviews and improvements

A review of causes for the interruptions finds the following problems:

  Aging equipment and components

●  Unpredictable interruptions

To strengthen Chunghwa Telecom’s overall operation and improve the stability and reliability of network services, we have taken the following measures:

  Enhance the standard operating procedure (SOP) for equipment repair and the training of maintenance personnel so as to improve equipment operation and repair capabilities and shorten interruptions determination and handling time. At the same time, establish an alert and reporting mechanism for irregular interface traffic and improve lateral communication and problem solving through the app Line.

  Check all the models of the type of equipment that developed problems. A total of 40,000 models were checked in 2017 and models found to be overheating were sent for repair. Also, each branch office is required to check relevant equipment every 3 months and write the results in the logbook for follow-up tracking.

3. Further improvements that follow

  Hold training activities on a regular basis, with a total of 900 people receiving training and update the on-duty handbook.

  Strengthen training courses for core network service personnel to improve their repair and maintenance skills, and equipment operation. A total of 42 persons received relevant training in 2017.

Because of efforts by network service maintenance units to strengthen the training of repair personnel, the average major interruptions occurred in 2017 was 0.013 times per customer, which has dropped from 0.019 in 2016. Besides, the average duration of interruptions in 2017 was 1.55 minutes per customer, which was also reduced from 3.69 minutes in 2016.