13 Apr Tanzania: Tigo unveils state-of-the-art call centre in Tanzania
Tigo Tanzania has announced the opening of a new state of the art Call Centre in what it says is a first of its kind for the country. Embedded data security measures to protect customer information and identity is among the latest technology included in the Call Centre which will serve the operators 10 million customers.
Diego Gutierrez, Managing Director of Tigo praised the new facility at its launch where it was revealed that the wide range of functionality and agility necessary to service Tigo’s customer would be enhanced by the migration of the Call Centre from E1 to the latest in Call Centre technology in the form of Session Initiation Protocol (SIP).
“Our investment in this new Call Centre underscores our commitment to grow and diversify the channels through which we reach our customers. Our business partners and customers can now look forward to receiving the most advanced customer care available in the country, buttressed by professional Call Centre agents ready to provide excellence in customer service”.
The Call Centre is equipped with USSD/SMS platform for query follow-up and escalation as well as CRM monitoring of customer satisfaction. It will be operating 24 hours to serve 55,000 customers and is programmed to escalate customer queries every 2 hours, according to Tigo.
Gutierrez added that the Call Centre is equipped with a training facility for its world class service agents. He expressed confidence that the high-end facility will provide a unified approach to dealing with customers and improve the overall performance and effectiveness of customer support.
Customer experience and operations outsourcing company PCCI Group supports Tigo with managing the Call Centre.
Nidal Kamouni, CEO of PCCI Group says his company will offer Tigo customers both traditional voice call centre as well as new digital customer service solutions that include social media, e-chat and email.
“We are pleased to partner with one of the world’s leading telecommunications company, Tigo, as the partner of choice to manage its Call Centre in Tanzania. The deployment of this new Call Centre is supported by the PCCI Group’s local experts and by the command centre of the Group based in Dubai. Also, as part of this partnership, the PCCI Group will employ more than 500 people to support local talent,”
Zaeem Khan, Tigo’s Head of Customer Operations reaffirmed the telecom company’s commitment to providing cutting-edge technology.
“We would like to assure our customers that through the Call Centre, they will continue receiving superior, seamless customer service experience, personalised interactions and proactive engagement from our well-trained teams”.
Source: IT Web Africa