MultiChoice is embarking on an interesting pilot study to set up an SMS call centre for basic account related enquiries that DStv subscribers of the pay TV operator can use for things such as balance enquiries and payment details and to clear error messages. MultiChoice envisions the SMS call centre extension as a possible way to alleviate its normal call centre volume.
MultiChoice intends to correspond with DStv subscribers by also using ''SMS lingo'' as is apt for this medium with the pilot study. The SMS call centre pilot study is running for 60 days and is only geared for Vodacom users for now, who can SMS the shortcode 37411 and can ask questions like ''What's my balance?'', ''How much must I pay?'' or ''Clear E17 error'' or any onscreen error code together with their ID number and customer or smartcard number.
Customers with a Vodacom number making use of MultiChoice's SMS call centre will get an SMS back. The SMS call centre pilot is running Mondys to Fridays between 07:00 and 20:00, Saturdays between 07:00 to 14:00 and on Sundays between 08:00 to 14:00.
