KPN improves service to InternetPlusBellen customers

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Den Haag, 14-12-06

InternetPlusBellen – internet and telephone in one package, without a separate telephone subscription – has become immensely popular in the short time since its introduction. At the moment, KPN is receiving as many as 20,000 orders a week.

The exponential growth rate of the new service has led to long waiting times for some customers. While 95% of applications are handled smoothly, 5% of customers experience glitches and are not receiving the standard of customer care that KPN offers the majority of its customers. KPN has taken action and announced a package of measures aimed at improving service for customers switching to InternetPlusBellen:

The customer service number 0900-0244 and the HetNet, Planet and Slim helpdesks will be charged at rates of 1 Eurocent per minute until waiting times have again become acceptable.
The capacity of the call centers has been doubled over the last few months.
The number of engineers available for installation has recently been upped to 350.
A specialized customer service team has been set up to deal with complex complaints, remaining personally involved from the customer’s first call until the problem has been solved.