A 13-member team of sixth graders from the Al-Falah Primary Girls Independent School in Mesaimeer recently visited Qtel’s Al Sadd Call Centre to explore the role of technology routinely used for customer service.
The educational tour was a major event both for the students and for the Call Centre staff who guided them through the facility.
Customer Services Representative Nashwa Adel Yousef answered the students’ questions about the Call Centre technology and processes. This included a detailed explanation of technologies ranging from the use of IP telephony tools to handling incoming calls, to the knowledge-based system that updates all service information and promotions and special training for Qtel agents that equips them with information on the latest products.
The students were able to see the Call Centre staff at work using applications and programmes that help them identify customers, feed information, answer customer queries, and if necessary, deploy staff to help them.
This was the first time Qtel has hosted a visit from an elementary class at the Call Centre. Many Qtel Call Centre leaders with extensive technology experience are Qatari women, and serve as role models to the next generation of Qatari girls interested in science and technology. Helping these young people see the potential for technology and to develop interest in possible technology careers [Read More]