Digital Lifestyle Company, Tigo has announced the opening of a new state of the art Call Centre which seeks to protect their customers’ information and Identity.
The data security center will service Tigo’s dynamic 10 million customer base and while operating 24 hours to serve at least 55,000 customers daily, every day of the week, and programmed to escalate customer queries every 2 hours, the Call Centre will provide swift resolution to customer queries, drastically reducing call queues.
Migrating from E1 to the latest in Call Centre technology – the Session Initiation Protocol (SIP), allows for wide range of functionality and agility.
With USSD/SMS platform for query follow-up and escalation and 100 per cent CRM monitoring of customer satisfaction, Tigo’s customer service is expected to rocket sky high.
Hosting such high volumes of customers daily, the Call Centre will also provide an ideal platform to daily receive and respond to customer feedback.
Speaking at the launch, Tigo’s Managing Director, Diego Gutierrez said the investment in the Call Centre underscores their commitment to grow and diversify the channels through which they can reach their 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”. He said
Gutierrez added that the Call Centre is equipped with a training facility for its world class service agents.
He is confident that the high-end facility will provide a unified approach to dealing with customers, thus improving the overall performance and effectiveness of customer support, a key Tigo customer care priority.
The facility is supported by the PCCI Group (www.PCCI-Group.com), a market leader in customer experience and operations outsourcing worldwide.
PCCI operates 20 locations across the globe with 7,000 employees dedicated to support Tigo Tanzania’s facility in providing a unique, personalized and harmonized customer experience platform.
Keeping in step with current trends, the PCCI Group 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,” said Nidal Kamouni, PCCI Group CEO.