Zimbabwe’s premier and pioneer Telecomms giant TelOne’s Head Client Experience, Allan chigovera, has boasted the company’s strides in being the best first responder’s. Chigovera proved TelOne offers the best service for its callers in the best time ever possible conducting 150 calls per day with a 30 seconds response time. Speaking during a tour of the TelOne Call Centre, Data Centre and National Operations Centre in Harare on Friday by Minister of State for Harare
Metropolitan Provincial Affairs and Devolution, Senator Oliver Chidau graced by other town fathers as Chitungwiza Mayor and Ruwa Board representatives, the TelOne Head gave the visitors a rundown to the call centre explaining the efficiency that is second to none.
”We make 150 calls per day with a 30 seconds response time,” said Chigovera the head of Client Experience.
In general, if you want to make or even break your sales goals, 60 sales calls per day (including callbacks from prospects) and or 3 hours of talk time (to prospects, not your friends or relatives as your mother) has been the best winning formula that has been found to help call centre experts outsell their co-workers and outwork their competition.
Call center agents take up to 50 calls a day, and not every one is resolved during the first call. Some calls will require a follow-up that may last days or weeks after the first interaction.
So TelOne call centre Representatives have lived to the challenge and again, historical data tells us that each person can handle 10 calls an hour. Therefore 150 calls per hour /10 Minutes = 15 Customer Service Representatives are needed during Peak Time.
High call volume can be experienced when the number of inbound calls is more than what your team can accommodate. The industry standard for high call volume is 10% above the normal level, but if your team struggles before the 10% mark, you’re experiencing high volume as well.
Mr Chgovera added that
”We do service follow up calls including social media calls on twitter.”
Such efficiency proves that TelOne is leaving no one behind by going on social media and must be commended for the efforts.
Chigovera added ”We have decentralized contact centres.”
This ensures devolution of the council’s represented to be manageable be it Ruwa Board, Chitungwiza town or Harare Metropolitan province.
Meanwhile, Minister of State for Harare Metropolitan, Chidau at the same occasion said
“Government has developed various strategies aimed at increasing ICTs’ usage,
increasing investment in the sector, increasing compliance with ICT regulations and
increasing customer satisfaction and protection in the use of ICTs, among others,” said
Minister Chidau added that digital infrastructure was critical for the achievement of
national development goals as espoused in the National Development Strategy 1 (NDS1).
“As you are probably aware, NDS1 is an economic blueprint that is expected to guide
national development strategies and harmonise developmental efforts between 2021 and
the year 2025.”
He said Harare Province, unlike other provinces, does not have access to agricultural and
mineral resources that help anchor the economy, and will rely on its “many
professionals” who provide goods and services to players in other industries.
The Minister pledged to support TelOne in their joint endeavour to continuously improve
the ICT landscape across the country, adding that the NDS1 had various key ICT-related
objectives and aspirations that citizens must work hard to achieve.
The tour was attended by Harare Provincial Development Coordinator Mr Tafadzwa
Muguti, mayors from towns in Harare Metropolitan Province, their town clerks and
Harare Provincial Development Coordinator, Tafadzwa Muguti echoed the same sentiments stating
”Harare Institute of Technology (HIT) is going to install for Harare city council, Ruwa and Chitungwiza the digital systems which will be relocated into the TelOne data centre which cannot be manipulated.”