du, from Emirates Integrated Telecommunications Company (EITC), customers are set to benefit from an enhanced telco experience, following the company increasing its efforts to equip frontline technicians and field engineers with best-in-class expertise.
By undergoing training and retraining by global networking leader Linksys - the connected home division within newly merged Belkin International and Foxconn Interconnect Technology (FIT) entity, du technicians are now better prepared to promptly address customer queries and requests – especially in relation to WiFi equipment.
‘A First for UAE Telcos’
Saleem Al Blooshi, CIO EITC, said: “The du experience has evolved to ensure customers are at the core of our state-of-the-art product and service offerings. By equipping our technicians and engineers with the knowledge required to aptly handle customer-related queries and troubleshooting, we are proud to be adding value and customer centricity that enhances their seamless connectivity needs and lifts the quality of our telco experience.”
Amanulla Khan, Managing Director, Linksys MEA, said: “At Linksys, we are world-renowned for our pioneering leadership in the field of networking equipment, WiFi connectivity and solutions. We also pride ourselves on providing quality support to customers across the globe. By delivering training to du’s technicians and engineers, we are thrilled to be facilitating the telco’s journey to transform customer communication capabilities and to innovate physical and digital touchpoints.”
‘Reducing Customer Pain Points’
Some of the most common difficulties customers face with home and office networking generally involve weak signals, network lag due to overloading, and signal drops while on video calls or gaming. Following expert training with Linksys, du’s experts have received training to enrich customer touchpoints and transform the overall wireless coverage and connected experience.
‘Comprehensive Training Programs’
du engineers received basic and high-level training from Linksys about the world of networking, ranging from router installation, procedures to follow while installing a router, and tackling troubleshooting issues. Engineers also received training on the importance of automatic Firmware updates, finding the best spot for a router in a home, performing speed tests, and navigating router modes.
The learnings were also delivered through the practical application of setup processes for the Linksys routers offered by du as part of the Home Service starter pack. This involved education on how to avoid common technical installation errors, to make setup a hassle-free experience. Role play scenarios were also conducted to train du’s experts on how to address challenges face by customers by providing the advice needed to handle queries.
As an industry leader, Linksys also educated du’s engineers and technicians on the latest trend the industry faces with reference to the future of Networking.