Cell C celebrates call centre award
Cell C is celebrating its recognition by the industry body, Business Processing Enabling South Africa (BPeSA), which granted the cellphone operator the KwaZulu Natal BPeSA Regional Award in the category Best SA Customer Service Centre.
Cell C also won the National Award in the category Best SA Customer Service Centre.
To qualify for the award, the call centre has to provide clear proof that customers recognise and acknowledge that the centre has exceeded their expectations.
"Thanks to the processes and systems which we have implemented and are constantly refining, we were able to demonstrate clearly that our commitment to clients and customer service is unreserved," comments Brian Windsor, National Senior Customer Care Manager.
The key though, as Windsor explains, lies not so much in the proactive processes and campaigns, but in the Cell C performance culture which has been consciously nurtured. "We are extremely proud of and passionate about our brand and strive to deliver world-class customer service. Our motto in the call centre is ‘If it doesn’t work for the customer, then change it!’"
Parries Chetty, Regional Manager for the KZN Call Centre says that Cell C’s customer service is based on the principle of accountability and call centre staff strive to resolve queries at first point of contact.
He says the call centre which employs 230 call centre agents handle 20 000 customer calls per day.
“The award is a prestigious accolade and reinforces the call centre agents’ commitment to deliver an extraordinary customer experience.
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