Tanzania’s fastest growing telecom company, Tigo made an announcement about the launch of a world class Call Centre. The Call Centre is said to be the first of its kind in the nation.
Embedded data security is a feature of this Call Center. The embedded data security is to protect information and identity relating to customers. Session Initiation Protocol (SIP), one of the most recent Call Centre Technology is also going to be a part of this Call Centre, so also USSD/SMS platform to aid complaints follow-up and escalation and also complete CRM monitoring of customer satisfaction.
“Our investment in this new Call Centre underscores our commitment to grow and diversify the channels through which we reach our customers,” said Diego Gutierrez, Tigo Tanzania’s Managing Director.
He added, “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.”
According to Tigo, the Call Center is poised to serve 55,000 of its customers every 24 hours. Also, the Call Center, according to Tigo is aimed at improving the efficiency of customer support.
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PCCI Group, a customer experience and operations company will also support Tigo in the management of the modern-day Call Centre.
The CEO of PCCI Group, Nidal Kamouni said the partnership will not only improve better customer satisfaction but will also add numbers to the employed sector –as PCCI Group will be employing over 500 people- which will reduce the number of unemployed youths.
“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 Zaeem Khan, Tigo’s Head of Operations in assurance about the state of the art Call Centre.
He also said, “We would like to assure our customers that through the Call Centre, they will continue receiving superior, seamless customer service experience, personalized interactions and proactive engagement from our well-trained teams.”