Press Releases

Budapest, April 6, 2017 12:00

Telekom is implementing the technological transformation of the interactive voice response system of its residential call center, while simultaneously also unifying the customer service call numbers under the single 1414 number, receiving the annually more than 13 million fixed line and mobile calls with a new voice and simpler menu structure.

In the future, instead of the 1430 number related to mobile services and the 1412 home services, our residential customers can call a single number: 1414. Instead of the well known female voice, callers will be welcome by the voice of a Telekom colleague, who has been working at the Telekom call center for more than 3 years and in 2014 among male associates he won the first prize at the Call Center Voice Beauty Contest.

The 1414 call center telephone number may already be known to Telekom customers, however by eliminating and unifying former call numbers 1414 will have a brand new role. The interactive voice response (IVR) system is prepared to receive both Telekom mobile and Telekom home calls, enabling customers to retrieve information about mobile, fixed line, TV, internet and telephone services by calling the same number. The residential call center of Telekom receives 1.2 million residential calls on average every month, therefore with the current call center development a wide range of Telekom customers will experience the positive change.

Migrating customers over from the old call numbers to 1414 started in October, 2016 and continues gradually, in several phases – effecting an increasing number of our customers. Telekom continuously monitors customer feedback in order to fine-tune the system. Migrating customer calls over to 1414 is expected to be completed in the first half of 2017.