MTC call centre hailed best

MOBILE operator MTC has made significant strides with service improvement quality when it comes to its service quality, according to a recent independent service quality assessment survey.

Based on the survey done, MTC comfortably leads in the region, way ahead of Africa’s two biggest mobile telecoms MTN and Vodacom.

MTC received an overall service quality rating of 89%, taking all factors into consideration, while Vodacom and MTC both came in at a total of 70%.

The aim of the independent service quality assessment, based on a model, not only establishes tangible levels of service offered by call centres and their competitors, but also a solution to measure customers’ service experience and perception on a real-time basis, providing objective and unbiased findings to improve service delivery, a quest for 1st call resolution, customer retention and workforce efficiency. The survey is conducted by over 96 independent consultants at random, and was executed by research firm Matz Consulting.

“We are extremely proud of these results, which we know are a true reflection of our customers’ service experience. Well done to the call centre team under the leadership of call centre manager Viv Tuneeko and his dedicated team of men and women.

They manage one of the only 24-hour call centres in Namibia, and make quality and reliable customer service their absolute priority, in line with MTC’s service charter.

We have successfully managed to create an exciting and conducive environment in our call centre in what would otherwise have been a very stressful place to work in, and that is what encourages our call centre ambassadors to give only their very best, working on the best and latest technologies” remarked Tim Ekandjo, MTC’s chief human capital & corporate affairs officer.

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