Human of dtac

“Hello. Thank you for calling dtac call center. This is Sudatip Sangsueb speaking. How may I help you?” Many dtac customers may be familiar with this greeting phrase from the call center team who works tirelessly to ensure best customer service experience 24/7. But behind their beautiful and soothing voices, most of the time they are working under pressure. dtacblog spoke with Sudatip Sangsueb from the dtac customer service team to find out more about her two-decade journey at dtac, her customer service philosophy, and post-pandemic challenges call center agents encounter. A former aquatic science student Ms. Sudatip studied aquatic science in college. After her graduation, she came across a job ad for a customer service position at dtac, and she decided to give it a try. She has been working at dtac ever since. During the recruitment process for customer service agents, candidates must go through a round of pre-employment screening where interviews are being conducted via a phone call to assess their aptitude and communication skills. Once they are hired, the new recruits will receive about 100 hours of training to learn more about the company’s products and services: price plans, billing systems, network technology and more. This…

dtac employees share how teaching their moms a few digital skills brought them newfound joy. With restrictions on regional travel and the risk of spreading Covid-19, mobile connectivity is fast becoming the only way to reach loved ones. This Mother’s Day, families that would have once gathered for the special occasion may once again have to rely on a video call. However, younger generations aren’t the only ones who can enjoy a world of digital services beyond just making calls. dtacblog spoke to dtac employees who recently taught their senior moms new tricks to get more out of their smartphones. While it is critical to Thailand’s recovery and business operations, connectivity also enables people of all ages to access essential services like banking and online learning and empower them to live the life they truly want. And with dtac’s fast-growing 4G/5G network, it’s never been easier for our parents to get a reliable connection—no matter where they live. Pen Junmanee lives with her mother-in-law who adores music from her youth. The family bought her a smartphone and introduced her to Youtube. “My mother-in-law just turned 80 years old this year. She has been using an old phone with buttons, so we…

 Even though we see advancing LGBTQ (lesbian, gay, bi, trans and queer) rights and support over the past five decades, many challenges remain. A study by the World Bank reveals that despite Thailand’s progressive status regarding LGBTQ inclusion when compared with other middle-income countries, discrimination against LGBTQ people persists, especially in equal access to job opportunities, home ownership, and other various basic services. dtac recently announced a set of policies and equal benefits for its LGBTQ employees, including marriage allowance and medical leave for gender reassignment surgery, to foster diversity and inclusion across the organization. On this occasion, dtacblog spoke to some of our LGBTQ members to share their views on diversity and inclusion at work. Embracing Who You Are “If there are three candidates – a straight man, a straight woman, and a transwoman, most employers would go for the first two choices,” Prasert Senchatturat said. Nine years ago, Prasert landed her first job in finance and now works as an accountant at dtac. But the journey wasn’t always easy for her. During her first years in the workforce, she found embracing her true self at work a challenging journey. “In one of my very first job interviews, a…

Can a lucky number change your life? Suwirat “Kai” Chaopanich is deeply convinced of the power of numerology. And this Head of Regional Sales Management will have you convinced too. Blessed with a bubbly, outsize personality, she'll ask for your number the way a palm reader would ask you to extend a hand. Then comes the verdict--a review of your number's influence on love, work, and money. Her infectious optimism and winning attitude have made her a hit salesperson at dtac. And dtacblog set out to find out more about her secrets to happiness. “Selling must be in my blood. I started working for dtac in 1991, then rising through the ranks. Today, I am in charge of direct sales, which helps expand dtac’s base of postpaid customers. I'm like a scout. dtac usually assigns me to go to the frontline to test the market and try new selling techniques,” Ms. Suwirat said. Limitless Digital Opportunities Despite big targets to achieve, Ms. Suwirat never thinks a goal is beyond reach. In her opinion, winning is all about your mindset. “I’ve never thought selling is tough. There are selling opportunities no matter where I go. The products change every year, but there's always a next…

During COVID-19 outbreak, lockdowns mean the cancellation of many trips and the Work-From-Home mode for so many people. Some people, however, still hit the road so as to keep customets connected. Regional Sales representatives of dtac are among those venturing out to fulfill the mission.dtac blog sat down with dtac salesforces based in the southern province of Songkhla to discuss about their mission in the district. Based in Hat Yai district, this salesforce has led by Waiyaroj “Eak” Ahlitaqwa, Pat Jittapano and Ruenruay “Norn” Sikaew. “Our job responsibilities are about sales and services. My team handles the first part or distribution. It is about distributing SIM cards and prepaid cards through distribution channels, most of them being local shops, in response to customers’ needs. Norn’s team is in charge of a dtac Halls and mainly manages customer services,” Eak explained about the Regional Sales structure. At present, dtac customers’ cell-phone usage behaviors are varied. In a big city like Songkhla, customers’ behaviors are very much like those in Bangkok. The ratio of prepaid to postpaid accounts is about 50:50. In secondary cities, the percentage of prepaid accounts are higher than that of the postpaid ones.“SIM cards are just the beginning…

During Thailand’s lockdown prepaid mobile customers embraced digital channels. But their livelihoods are affected, making affordable connectivity more critical than ever. dtac is responding by making connectivity and adjacent services more accessible to all. This month, dtac is launching discounted pharmacy vouchers, a first that is a long way from phone calls and internet access. By partnering with licensed pharmacies across Thailand, dtac can help its customers pay less for their healthcare needs and avoid fake or incorrectly prescribed drugs on the black market. However unusual for a mobile operator, the new offer is part of a wider effort to adapt to the changing needs of prepaid customers, whose transformation accelerated during Thailand’s lockdown from March to May. To learn more, dtacblog spoke with four members of the Value Creation team, Nussaraporn Sumretphol, Sirilux Sathittaweechai, Pornruedee Boriboonphanijkit, and Mali Vithayasritada. dtac has long been aware of prepaid customers’ need for extra support to use mobile services. Since 2004, the service Jai Dee Borrow (jai dee means good-hearted in Thai) has allowed customers to borrow credit, rather than see their service suspended. Over the next decade, Jai Dee was expanded to Jai Dee Balance Transfer, Jai Dee Emergency Call Back and…

When Thailand’s lockdown was imposed to curb the spread of COVID-19 in late March, restaurants and food vendors had to cease operations. The impact on these small businesses was a total loss of revenue. In response to this, dtac joined hands with local food delivery services to launch the #savestreetfood campaign, offering special discounts for food delivery services through the dtac app. The initiative saw record levels of engagement on the dtac reward privileges platform, besting even pre-lockdown months. dtacblog spoke to the team behind the campaign’s success: Kasawan Kungvalpivat and Phannaphat Niyommalai from dtac reward and Peeraya Dejtanasoontorn and Chutikarn Chumnanchanun from Brand Communications. Before #savestreetfood, they had been working Happy Friday, a dtac reward campaign launched at the beginning of 2020 with offers on free food and drinks available every Friday. In the campaign’s first month, dtac reward saw more than 86,000 redemptions, thanks to a particularly popular bubble tea giveaway. But as the lockdown became imminent, most of the Happy Friday partners were about to close shop. “COVID-19 put limitations on our way of work. But it also forced us to become more creative and flexible. Otherwise, we might still have approached this campaign the same way…