Spectranet upgrades system to boost CSQ, eliminate cyber threats
This move, according to the Internet Services Provider (ISP), was hinged on the vulnerability of the 4G LTE, which is a major enabler of IP, to cyber threats and to adequately protect customers’ website.
Chief Executive Officer, Spectranet 4GLTE, Ajay Awasthi, said safeguarding customers and business interests is important to them as a brand, because some of their clients have websites that deserve the right kind of protection.
Adding that CSQ is important, he said the ISP has not only created solutions but has acquired and installed the latest kind of firewall to guarantee safety.
Speaking during a media parley on the drive to reform customers’ experience in Nigeria, Awasthi said: “Customer service extends beyond addressing customer’s complaints and a responsive organisation trying to meet customer’s demands.
We regard customer engagement as a journey, thus, we started working on improving our Customer Service Quotient (CSQ).
“CSQ simply means how responsive and sensitive an organisation is towards the customer. It is not restricted to the customer service department only.
CSQ should be a cultural issue. If the culture is not properly communicated from the front desk to various departments of the organisation, we would never succeed.
It is about everyone responding with impact to issues raised by customers and keeping them engaged.”
On the strength of the firewall protection against cyber threat, he noted that it is intelligent enough to detect viruses and threats in data packets transmitted in large quantities from their systems.