Telecom calls for patience as call centres swamped

Telecom calls for patience as call centres swamped with inbound email queries

Telecom is asking Yahoo! Xtra customers to please be patient when contacting its customer service team with call volumes extraordinarily high.

Last night Telecom temporarily cancelled the current passwords of around 60,000 Yahoo! Xtra email customers in a bid to protect them from having their emails accessed following a cyber attack which began last Saturday (9th February).

Telecom has added additional customer service resourcing to assist customers with queries but call volumes have been increasing significantly over the past 12 hours along with wait times.

Telecom’s GM Customer Experience, Trish Keith says call centre staff across the country, and in Manila, are doing their best to assist as many customers with password change queries, as quickly as possible.

“Our staff are doing their very best to get to calls as quickly as possible but the volume is significantly high. The quickest and easiest way for customers to take corrective action themselves is by going online and changing their password on both their computers and mobile devices.

“We’re asking customers that do need to call us, to be please be patient given the magnitude of this issue and the resulting high call volume. We’re hugely sorry for the inconvenience this situation is causing our customers and trying our best to assist them both through our call centres but also through email information and social media.”

Customers can find information on how to the password change requirement at the following link  http://tinyurl.com/d7hhvpd

Or on Telecom’s Facebook page:

http://www.facebook.com/#!/telecomnz

ENDS

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