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News : TelOne in Client Service Campaign

#contactcenterworld, @telonezw

Harare, Zimbabwe, May 24, 2018 -- Diversified telecommunications firm, TelOne, has launched a client experience improvement campaign through which it is rallying staff members to deliver top drawer services to clients.

The move is aimed at complementing the new network capabilities that have come about as a result of the network modernisation project.

TelOne communications and client experience head Mrs Melody Harry said through the experience improvement campaign, the parastatal has defined specific parameters which have been made cardinal rules in the service and fault management cycle by the company.

"Key focus areas include working with stakeholders to tackle the scourge of network theft and vandalism which has this year alone seen 39 arrests being made since January with 16 convictions. The convictions have attracted a collective sentencing of 160 years.

"Another area is fault management and turnaround times which have been delayed in the past for a range of reasons.

"Through the campaign, the business is also empowering frontline staff to conclusively resolve customer issues and they will be equipped with latitude to take the necessary action to provide exceptional service and resolve any issues should a customer become disgruntled.

"Key to offering efficient client experience and developing relevant products is the availability of up to date client data," said Mrs Harry.

TelOne believes adopting the "know your client" drive through which clients are being called upon to update their details, is central to the success of the client experience improvement campaign.


TelOne has also introduced a "back to the floor" concept where senior management visit shops to serve clients and also going out with the technical team in the field.

Meanwhile, in tandem with network modernisation, TelOne has introduced new area codes and telephone numbers.

While the numbers will mostly run concurrently with the old numbers for the convenience of clients, at least five areas are already running fully under the new area codes and numbers.

#contactcenterworld, @telonezw

Posted by Veronica Silva Cusi, news correspondent

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Published: Friday, May 25, 2018

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