A new era in broadband for Qatar
Hassan Asif, who attended the Broadband MEA conference in Dubai recently takes a look at the impact broadband rollout will have on customer service.
An important aspect of the fifth annual Broadband MEA conference, which convened in March, was a focus on improving customer experiences with broadband throughout the region. The event included various presentations and panel discussions from experts in the region, with multiple contributors from Qatar.
A common theme that was resonant across the telecommunications network providers in the region was the realisation that customer satisfaction cannot be viewed comprehensively. For example, in Doha there may be great disparities in how broadband is perceived by residential customers, based on their income levels. Qatar National Broadband Network’s (QNBN) chief technical officer, Ahmad Alsulati, confirmed this in the context of Qatar, where a similar concern has risen with the issue of optic fibre rollout.
The ability of Ooredoo to implement a more aggressive broadband rollout will go a long way towards reinforcing customer service as a top priority on its agenda.
Another issue discussed that has particular importance in Qatar is strategies to be employed when dealing with vertical markets, such as education and healthcare, while also undertaking a mass awareness programme of its network services. One piece of useful advice provided by a representative of Saudi Telecom was for telecom companies to engage with external groups from the outset of broadband planning so that the network expansion and consumer experiences are better linked.
Ooredoo, previously known as Qtel, presented its new name and marketing identity at the event, noting that it will also be pursuing fresh strategic outlooks to match the new image. The ability of Ooredoo to implement a more aggressive broadband rollout will go a long way towards reinforcing customer service as a top priority on its agenda. While Ooredoo will be making considerable moves to establish its new identity, it also will need to focus on how to negotiate that new identity with its broadband expansion. This will enable Ooredoo to better enhance its intentions with regards to customer service needs.