BrandArena: Tigo Launches First State-of-the-Art Call Centre in Tanzania

Wednesday, 12 April 2017

Tigo Launches First State-of-the-Art Call Centre in Tanzania

Tigo, Tanzania’s leading Digital Lifestyle company, has announced the opening of a new state of the art Call Centre, the first of its kind in the country.

Boasting the latest technology, the Call Centre complete with embedded data security measures to protect customer information and identity, has been designed to offer Tigo customers dedicated world-class service.

Migrating from E1 to the latest in Call Centre technology - the Session Initiation Protocol (SIP), allows for wide range of functionality and agility necessary to service Tigo’s dynamic 10 million-strong, and growing, loyal customer base.

With USSD/SMS platform for query follow-up and escalation and 100% CRM monitoring of customer satisfaction, Tigo’s customer service is expected to rocket sky high.

Operating 24 hours to serve 55,000 customers daily, every day of the week, and programmed to escalate customer queries every 2 hours, the Call Centre will provide swift resolution to customer queries, drastically reducing call queues.

Hosting such high volumes of customers daily, the Call Centre will also provide an ideal platform to daily receive and respond to customer feedback.

Commenting on the new Call Centre at the ribbon-cutting ceremony that marked its launch, Tigo’s Managing Director, Diego Gutierrez said: “Our investment in this new Call Centre underscores our commitment to grow and diversify the channels through which we reach our customers. Our business partners and customers can now look forward to receiving the most advanced customer care available in the country, buttressed by professional Call Centre agents ready to provide excellence in customer service”.

Gutierrez added that the Call Centre is equipped with a training facility for its world class service agents.

He is confident that the high-end facility will provide a unified approach to dealing with customers, thus improving the overall performance and effectiveness of customer support, a key Tigo customer care priority. 

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