Cell C aims to boost customer service
Cell C today announced the conclusion of a partnership agreement with Merchants, a Dimension Data company, that will see the mobile operator’s customer contact centre managed and operated by specialist call-centre solutions provider, Merchants from 01 August 2010.
This follows an announcement by Cell C CEO, Lars P. Reichelt in May this year that the company intends to implement several initiatives to improve overall customer service, including overhauling its billing system and moving the contact centre facility to Parktown.
“In order for Cell C to become a world-class service provider, we need to establish successful working partnerships. These partnerships enable us to focus on our core activity and allow expert service-providers to manage other areas of the business in a more efficient and effective manner,” said Reichelt.
“We have already partnered with several big global names that are leaders in their respective fields e.g. Nokia Siemens Networks and ZTE in rolling out our new 4G network and Huawei in overhauling our IT systems. Merchants is a global leader in contact centre operations and was therefore the obvious choice for Cell C,” he added.
Reichelt said the outsourcing of Cell C’s customer contact centre to an expert service-provider is the best guarantee of a world-class customer touch-point as it will empower the facility with global best practice standards.
“In addition, contact centre staff will benefit through access to more specialised training and better career opportunities and prospects, locally and abroad. It’s a win-win situation for both our customers as well as the contact-centre employees,” added Reichelt.
Reichelt added that building at the new customer management centre in Parktown has already begun. “The contemporary-designed and energy-efficient facility will be situated much closer to where our employees live and represents an environment that will be an absolute pleasure to work in, which is the first step in ensuring that staff go the extra mile.”
Cell’s C existing contact-centre facilities are located in Midrand and Durban. The Midrand-based staff will relocate to the new premises in January 2011, while the Durban-based staff can look forward to a revamped facility that reflects Cell C’s inspiring new brand identity as is reflected in 100 recently renovated Cell C retail outlets across the country.
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