By Adam Coleman

SYDNEY: Research from set top box supplier, Dgtec, has identified a need for increased technical and sales support, leading the company to double the hours of operation of its customer service call centre.

“We are committed to providing superior customer service in a category where complete satisfaction can be affected by a number of variables including antenna problems, signal strength, user error, poor connections, faulty cables etc,” said Dgtec general manager sales and marketing, Steve Rindfleisch.

“Our research also indicates that retailers and consumers need more support during the busiest trading periods, primarily weekends and late-night trading. From a retail perspective, that is when the majority of sales occur, and equally importantly, when consumers are most likely to be at home, needing help with their installation,” he said.

The call centre hours have increased from 40 hours (Monday to Friday) to 84 hours (seven days a week from 8.00am to 8.00pm) to ensure increased coverage in all time zones nationally.