{"id":6496,"date":"2022-06-17T17:34:46","date_gmt":"2022-06-17T17:34:46","guid":{"rendered":"https:\/\/www.africa-press.net\/togo\/politique\/inefficacite-des-services-de-togocom-reactivation-des-kits-zero-pointe"},"modified":"2022-06-17T17:56:22","modified_gmt":"2022-06-17T17:56:22","slug":"inefficacite-des-services-de-togocom-reactivation-des-kits-zero-pointe","status":"publish","type":"post","link":"https:\/\/www.africa-press.net\/togo\/toutes-les-actualites\/inefficacite-des-services-de-togocom-reactivation-des-kits-zero-pointe","title":{"rendered":"Inefficacit\u00e9 des services de Togocom : R\u00e9activation des kits, z\u00e9ro point\u00e9"},"content":{"rendered":"

Africa-Press – Togo. <\/strong><\/span>La privatisation de la t\u00e9l\u00e9phonie mobile TogoCelluaire a \u00e9t\u00e9 une op\u00e9ration tr\u00e8s peu appr\u00e9ci\u00e9e des Togolais du fait de la grande opacit\u00e9 qui l\u2019a entour\u00e9e. Il \u00e9tait aussi inconcevable pour nombre de Togolais que l\u2019une des rares soci\u00e9t\u00e9s d\u2019Etat qui fait de tr\u00e8s bons chiffres d\u2019affaires et contribue au budget de l\u2019Etat soit brad\u00e9e dans des conditions aussi retorses. Un patrimoine qui fait la fiert\u00e9 des Togolais, a malheureusement v\u00e9cu avec la volont\u00e9 morbide des pr\u00e9dateurs de l\u2019\u00e9conomie nationale.<\/b><\/p>\n

C\u2019est ainsi que depuis deux ans, Togo Cellulaire devenue Togocom ensemble avec Togo Telecom, est pilot\u00e9e par des Malgaches.Tr\u00e8s vite, on fait face \u00e0 un recul en mati\u00e8re de l\u2019offre de cette t\u00e9l\u00e9phonie mobile. Du coup, on se rappelle les 17 et 18 mai derniers, une journ\u00e9e porte-ouverte \u00e0 la Direction Exp\u00e9rience et Relation Client \u00e0 Ago\u00e8-Nyiv\u00e9-Cacav\u00e9li. Une grande b\u00e2tisse pilot\u00e9e par Tarik Boudiaf qui assure que cette Direction est le reflet d\u2019une volont\u00e9 d\u2019aller plus loin dans la recherche de l\u2019am\u00e9lioration de la satisfaction client.<\/p>\n

\u00ab Il \u00e9tait important de se fixer des objectifs ambitieux afin que chaque abonn\u00e9 puisse \u00eatre satisfait de son exp\u00e9rience avec Togocom. Nous sommes tr\u00e8s fiers d\u2019\u00eatre les pionniers en la mati\u00e8re, Togocom, en plus d\u2019\u00eatre leader dans de nombreux domaines, comme l\u2019introduction de la 4G et la 5G dans le pays et le d\u00e9ploiement de la fibre optique jusque chez l\u2019abonn\u00e9 dans les r\u00e9gions, se positionne avec ces centres d\u2019appels innovants et d\u00e9di\u00e9s\u00bb, a indiqu\u00e9 Chief Commercial Officier de Togocom Tarif Boudiaf. De son c\u00f4t\u00e9, le Directeur des Relations Publiques et Institutionnelles Jean Ago encense davantage ce call center. \u00ab Aujourd\u2019hui, le call center de Togocom r\u00e9pond \u00e0 des normes de standard international. Nous sommes \u00e9quip\u00e9s, nous avons les outils qui sont utilis\u00e9s dans d\u2019autres groupes \u00e0 l\u2019instar de groupes internationaux. Aujourd\u2019hui, on est tr\u00e8s organis\u00e9. On a plus de 300 agents qui sont derri\u00e8re pour recevoir les plaintes, les traiter en vue de donner une satisfaction aux clients \u00bb. Tout cela est bien beau et bien dit. Mais la r\u00e9alit\u00e9 sur le terrain est tout autre.<\/p>\n

R\u00e9activation des kits, z\u00e9ro point\u00e9<\/p>\n

Avec l\u2019ancienne gestion de Togo-Cellulaire, tout n\u2019\u00e9tait pas rose. Mais avec Togocom version malgache, on n\u2019a pas not\u00e9 d\u2019avanc\u00e9e dans le service. Au contraire, des acquis sont vendang\u00e9s. Nous prenons juste deux exemples pour illustrer ce sombre tableau sous la gestion du Directeur Paulin Alazard : l\u2019op\u00e9ration data et la r\u00e9activation des kits. Lorsqu\u2019on veut recharger son data (connexion internet) \u00e0 partir de son propre t\u00e9l\u00e9phone, il faut attendre au moins une dizaine de minutes apr\u00e8s l\u2019op\u00e9ration. Une lenteur incompr\u00e9hensible puisque dans l\u2019urgence, on a besoin de sa connexion internet pour continuer ses activit\u00e9s.<\/p>\n

Plus grave est la r\u00e9activation de kit. Pour avoir perdu son kit ou par d\u00e9faut d\u2019identification ou besoin simplement de payer un nouveau kit, on est amen\u00e9 \u00e0 se rendre dans une Agence de Togocom pour ce faire. G\u00e9n\u00e9ralement, la r\u00e9activation n\u2019exc\u00e8de pas 24 heures. Lorsqu\u2019on se rend dans une agence dans la matin\u00e9e, il est dit au client que son kit sera op\u00e9rationnel en d\u00e9but de soir\u00e9e. Et c\u2019est le cas avec Togocel. Mais depuis un moment, malgr\u00e9 tout le tintamarre autour du service client dit-on efficace, la r\u00e9activation de kit peut aller parfois jusqu\u2019\u00e0 une semaine avec tous les d\u00e9sagr\u00e9ments que cela comporte. Ils sont nombreux les clients d\u00e9go\u00fbt\u00e9s et constern\u00e9s par ce grand m\u00e9pris de Togocom.<\/p>\n

Lorsqu\u2019on compose le 888, on vous sommet \u00e0 une litanie de questions, genre donner les r\u00e9f\u00e9rences de re\u00e7u et consorts. Mais ce n\u2019est pas fini. Malgr\u00e9 cela, le calvaire continue et lorsqu\u2019on appelle le 888 o\u00f9 cela prend parfois jusqu\u2019\u00e0 30 minutes avant que quelqu\u2019un ne d\u00e9croche pour se fendre en excuses avant de vous balancer \u00e0 la figure que votre demande est en cours de traitement.Pour combien de temps ? L\u2019interlocuteur dit ne pas \u00eatre en mesure de vous situer. Il y a en a dans leur z\u00e8le d\u00e9mesur\u00e9 et dans un langage approximatif, il vous dit carr\u00e9ment de retourner \u00e0 l\u2019Agence o\u00f9 l\u2019op\u00e9ration a \u00e9t\u00e9 faite comme si le service Client n\u2019a pas sa raison d\u2019\u00eatre.<\/p>\n

Trop, c\u2019est trop ! Que cela change \u00e0 Togocom. Apparemment, le client est roi est devenu un slogan creux \u00e0 Togocom.<\/p>\n

Kokou AGBEMEBIO<\/p>\n

Pour plus d’informations et d’analyses sur la Togo<\/a>, suivez Africa-Press<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

Africa-Press – Togo. La privatisation de la t\u00e9l\u00e9phonie mobile TogoCelluaire a \u00e9t\u00e9 une op\u00e9ration tr\u00e8s peu appr\u00e9ci\u00e9e des Togolais du fait de la grande opacit\u00e9 qui l\u2019a entour\u00e9e. Il \u00e9tait aussi inconcevable pour nombre de Togolais que l\u2019une des rares soci\u00e9t\u00e9s d\u2019Etat qui fait de tr\u00e8s bons chiffres d\u2019affaires et contribue au budget de l\u2019Etat […]<\/p>\n","protected":false},"author":82,"featured_media":6495,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[21,11,10],"tags":[36,49,1706,1707,1705,50],"class_list":["post-6496","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communaute","category-homepage-french","category-toutes-les-actualites","tag-africa-press","tag-africa-press-togo","tag-groupe-togocom","tag-kits-togocom","tag-telephonie-mobile-au-togo","tag-togo"],"yoast_head":"\nInefficacit\u00e9 des services de Togocom : R\u00e9activation des kits, z\u00e9ro point\u00e9 - Togo<\/title>\n<meta name=\"description\" content=\"La privatisation de la t\u00e9l\u00e9phonie mobile TogoCelluaire a 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