The Vodafone operator is already seeking to improve one more service for its customers, neither more nor less than the service department that its users currently receive. Instead of choosing to outsource this service to third-party companies, you want to have your own direct management platform so that the customer experience can be better.
There is no doubt that one of the most valued points, along with the price of the rates, is the customer service that users receive from the operator. Vodafone Spain knows this, which is why it already plans to have its own commercial platform with which to internalize part of the customer service offered today. More than anything, because right now it is outsourced to third-party companies. But, this is something that the red operator intends to change.
Internally manage part of the customer service
Vodafone has already created a subsidiary, precisely under the name of VPlat, which depends on the holding company made up of Zegona. And the truth is that it would have a structure quite similar to JazzPlat, which is the division that Jazztel launched years ago, and all with the aim of being able to manage customer service internally and not depend so much on third companies.
It was at the end of last month when it was created, although it was this past Monday when it formally announced, through the Commercial Registry bulletin, this Vodafone subsidiary in our country. The main idea? Contact and be contacted with third parties by telephone, through telematic means, by the app or other means to provide contacts with third parties and clients.
In this way, this is the first phase to launch your own platform. This subsidiary of the Zegona operator is the key to having this platform with which to unify the customer service currently offered through the ‘call center’. And as ‘La Información’ points out, it is what is necessary to settle other potential agreements with different companies in the commercial area.
Therefore, the red operator intends to once again wage war through this service, in which, there is no doubt that customer retention plays a very important role. In fact, it is one of the different keys that continues to work today in the commercial war between operators in Spain, which has been active for years. So this new platform would also work precisely for this area.
For example, the rest of the operators have their own organization for customer service. Telefónica has Atento, Orange has Jazzplat, while the strangest case within this sector is in Digi, which manages it completely internally. In any case, Vodafone would add an important asset to recover part of the ground that has been lost in this field in recent times.
