dtac story

dtac’s special team fixing up to 90 percent of customer complaints

In three months, the "Delight Team" was able to reduce certain categories of customer complaints by up to 90 percent. dtac set up a special task force in November 2019 with a key mission to reduce customer complaints, which increased due to a complex transition in dtac's spectrum holdings after 29 years under a concession regime. The established cross-functional team called “Delight team”, is led by Mr. Raewat Tankittikorn, "head of channel strategy and partnership" with joint members from multiple departments - technology group, call center, digital community, postpaid marketing and brand communications. From a vast number of complaints, they were classified as 115 problems that helped us to be more focused and prioritized - solve and prevent pain points. The aim was to fix and improve customer experiences and satisfaction. How cross-functional culture promotes efficacy “It’s impossible to fix problems by working in silos. But things will be a lot easier when you have those members from different units at a place. They bring their expertise to help fix problem. We will get a variety of views through each member lens," he said. There are many impactful benefits of cross-functional team. It is a way to optimize flexibility, creativity and productivity. Working in cross-functional…

The 100-year-old road driving progress into the heart of Bangkok

For dtac employees, known as dtac giants, who work at the company's headquarters, they might be familiar with one of the most congested road in Bangkok, Rama IV. (dtac House is located at the corner between Phyathai and Rama IV road.) Rama IV is a busy and bustling road artery that stretches from Phra Khanong all the way to Hua Lampong. It handles an average of over 800,000 passengers and the traffic congestion is expected to be higher over the next few years, due to Bangkok city’s growth. The history of Rama IV The origins of Rama IV date back to 1919, 100 years ago. His Majesty King Rama IV initiated construction to serve Bangkok’s development plans for international trade expansion with western countries during the colonial era, such as UK, United States and France. It was built similarly to Charoen Krung Road. As a Westerner merchants of various nationalities gathered, they called on the Siamese government to build a new road. Due to the main transportation routes in those days were still used by waterways, which is much slower than land routes. A canal called Khlong Thanon Trong (literally translated as a "straight road canal") originally followed the route of the current day road. Around 1857 a parallel…

Why connectivity matters to economic development

Figure 1 : Telcos contributed 1.4% of Thailand's GDP worth $5.8 billion Figure 2 : Thailand's economic value added of Telcos sector ranks No 18 globally. Figure 3: dtac invested $1.13 billion, contributing 20% of telco economic value-added. Figure 4: dtac generated 120 to 144 million US dollar on average during 2013 to 2017. Figure 5: dtac spent a total investment of $494 million from its CAPEX between 2014 and 2017. For more information, please visit https://www.telenor.com/sustainability/frontier-economics-report/

What we learned from MWC2019: a perfect storm of 5G, IoT and AI

Our society stands to be transformed by the combination of three technologies, contributing to a “perfect storm”. Here, Telenor’s President and CEO, Sigve Brekke, expands on how the application of these technologies, could either create untold opportunity, or see competition stifled and monopolies strengthened: More than a few of us were surprised in 2018 when Google demonstrated how their artificial intelligence personal assistant can now ring unknowing hairdressers and make a booking. It’s perhaps a little uncomfortable to think that soon we may not be able to tell the difference between a machine and a person. That, though, is beside the point. Find niche opportunities and own them Google is the unprecedented world leader of internet search. Each time you type a sentence into Google, and click on one of the links that comes back, you provide the AI system with a data point. From this, it learns how to improve next time. As a result, the incentive to develop a competing service to Google lessens. As you’re not alone, AI will drive a learning internet service that is best at what it does, and will stay that way. Ultimately, this will lead to a so-called ‘data monopoly’; better access…

How dtac unleashes the giant in blind call center agents

“์Nong Didi *678, Voice command services. We answer your question in a split second” You will hear this jingle call center when you dial *678 for help or any support from dtac. But the workers here are physically different from others. They all are visually impaired. Dated back in 2016, it was the first year dtac set up a call center fully operated by the blind in partnership with the Foundation for the Blind in Thailand in hopes of unlocking their potentials as part of dtac’s social contribution. It was initiated by Virat Jaruchoktaweecha, the current head of Customer Call Service. Today, dtac employs 15 blind people for customer service, where the office is located at the Foundation for the Blind in Thailand, supervised by Vareeruck Rachavangmuang. Ball - Phaisan Saelee Mr.Phaisan, a trilingual speaker, has worked at dtac for three years with the key responsibility of inbound services, serving customers for helps, such as data usage and balance check. “I feel so good and pleased to solving customers’ problems. I understood sometimes customers might pissed off, but I tried to understand the problems and fix it. That was my little happiness each day,” He said. Working at dtac has…

Why this ex-dtac exec came back to what she calls “home”

“dtac is my most loved company in my life” said Tipayarat Kaewsringam, a newly appointed Chief Sales Officer, who started in her new rold on Feb 1. Although she is new with this position, but she is not new for this company. Ms.Tipayarat used to work with dtac several years ago, taking the lead in customer and people group both domestically and regionally. She also had a broad experience in consulting firms, banking and telcos and retail industry as well as setting up Telenor Myanmar. Before returning to dtac, she led the 34th branch of German wholesale retailer, Metro in Myanmar as a CEO with a key mission to establish the operation in one of the most challenging market in the globe with a variety of regulatory conditions and excessive land prices. “At Metro, I had a lot of lesson learned about business world. Retail landscape is fiercely competitive and is severely affected by digital disruption. It’s the second to none to telcos,” Ms.Tipyarat said. She also initiated the first wholesale online store model, offering anywhere and anytime shopping with home delivery in Myanmar. It was also the big shift of Metro retailing from cash-to-carry to a wholesale online store…

dtac CEO reveals the ambition she wants to drive dtac

Why does dtac exist? This simply question was the very first step of a journey to defining dtac purpose that will set out the company’s direction. “When I came here six months ago, I spoke to a lot of people in the company, and also to customers. You (employees) also told me that dtac was doing things outside of our values and purpose. We sometimes favored short-term goals that disappointed our customers in the long term. And it’s time to fix it!” said Alexandra Reich, CEO at dtac. Over the past three months, she has done a raft of research and workshop internally and externally to define brand purpose, a common understanding of what dtac stands for and a core thinking that create a clear identity, resulting in differentiation. dtac's new internal tagline: “Unleash the giant in you - for a happier you.” It signifies that dtac will go beyond connectivity that unpredictably shape the way humans live with mobile centricity. Customers want to remove pain and add happiness to their life. And that’s dtac will have its new direction, business model and a broader collaboration to explore possible opportunities. dtac will increasingly join hands with vertical partners along with…

Why brands must harness the power of purpose

“The two most important days in your life are the day you are born and the day you find out why,” has become a popular quote. This statement triggered people to rethink themselves and define the purpose of life. Likewise the business world, disruptive forces are challenging organisations to reassess and consider new transformation plays - increasing globalization, demographic shift and digital disruption. It encourages corporations to ask themselves why they exist and create their purpose in order to sustainably outperform in the long run. Purpose is becoming increasingly important in defining business success. The business world is placing a spotlight on purpose and changing how success is measured. Purpose-led companies have a clear reason for being - we know what they stand for. Having a clear purpose will better create customer experiences with shared values, said Rawit Hanusaha, CEO of Srichand Co, Thailand’s long-standing facial powder brand. He said delivering values through products and services will form deeper relationship and engagement between brand and customers. Consider the case of Joshie the Giraffe, it is a remarkable story about customer delight that showed how brilliant customer service of the Ritz Carlton Hotel was. Chris Hurn wrote his impressive story about…

The data on how Thai mobile users choose operators

dtac introduces fast and convenient e-receipt to customers

February 21, 2019 - Total Access Communication PLC. or dtac announces that the electronic receipt (e-receipt) will replace paper receipt starting on February 21, 2019. The e-receipt is convenient to customers as they can check on their receipts anywhere via SMS or emails. The benefits of e-receipt are listed as follows: Complete details Trackable feature Printable Environmental friendly (Less paper use) dtac has been using electronic invoice (e-invoice) for more than 8 years. The e-invoice and e-receipt address the customers’ needs as they can receive and access their information via digital channels. The electronic approaches can also reduce the use of paper. In 2018, 1.36 million customers switched from paper bills to e-invoices, helping reduce CO2 emission to atmosphere by approximately 1,228,000 kgCO2e, equal planting 136,432 trees.** This year we hope 6 million postpaid customers are subscribing for e-receipt. As a result, the amount of paper use could be reduced approximately 72 million sheets per year. Helping reduce CO2 emission to atmosphere by approximately 1,805,724 kgCO2e, equal planting 200,636 trees.** **Based on a calculation methodology of Thailand Greenhouse Gas Management (Public Organization) and the Stock Exchange of Thailand.

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