Digicel hires 200 more customer care agents
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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