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Digicel hires 200 more customer care agents

Published:Thursday | December 5, 2013 | 2:14 PM

Telecommunications provider Digicel has hired and trained 200 additional agents for its customer care call centre in an effort to enhance the delivery of customer service.

In a release, Digicel said those agents had to pass through a rigorous and extensive training programme before they began to interface with customers.

“To further underscore its commitment to providing superior service, Digicel has also invested some J$200 million in an Avaya Contact Centre Solution,” the release said.

“This is a fully integrated customer contact management system that incorporates forecasting, scheduling and quality monitoring with 100 per cent voice recording of agent/customer interaction,” it added.

The equipment will allow the company to analyse customer query trends and resolve them in a timely manner.

According to newly-appointed Customer Care Director, Dwayne Tulloch “the implementation of this system is part of our wider customer service improvement strategy that has no doubt helped us to achieve a marketing leading customer resolution rate.”

He added that “we continue to see a significant uptake in our data packages and our data-enabled handsets as more and more customers are becoming tech-smart.”

He added that inbound calls to Digicel’s customer care centre have increased significantly over the past year.

The release said the company is also investing in a number of other training initiatives, such as a company-wide customer service training programme for all its employees as well as the rollout out of a ‘Set Up Smart” programme across its dealer channel.


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