CALL CENTRE - CUSTOMER SATISFACTION, OUR PLEASURE

The greatest asset of every organization is its customers. There is, therefore, the need to do everything possible to maintain a good relationship with customers. The new call center, established in the AVRL head office is aimed at solving customer complaints through telephone communication from the comfort of their homes.

The module of the centre consists of three entities; Customers, Call Centre Agents, and Back Office Agents. The front and back office agents have been trained in customer services, communication, and listening skills, to enable them provide profession service to customers.

The call centre as a unit was set up on 26th November 2008 basically to take and channel customer complaints to the District Managers. The concept behind the customer care program is to report, record, track and resolve customer complaints within 48 hours.

After the complaints have been resolved the back office agents call the customers to confirm if their concerns have been addressed; the administrator then closes the log to complete the process.

The call centre like any other human institution has its fair share of challenges. One main challenge, which we hope to overcome soon, is getting prompt feedback from the back office agents. The negative perception others have about the call centre is also a challenge; some staff members, especially from the revenue section, see the unit as a 'witch hunting' unit established to pursue wrong doers. They think the toll free number, 0800 40000, is intended for customers to report recalcitrant employees to the centre. Most challenging is the lack of co-operation from some District heads, who think of the back office agents as
issuing “instructions”.

But the good thing is that the collaboration between us and customers is getting stronger by the day through the use of the toll free number. Efforts must be made to encourage that. We also urge all and sundry to welcome the call centre idea; it is one of the many ways to enhance customer satisfaction and corporate image.

Last changed: Sep 01 2009 at 10:59 AM