Telecel service ISO certified

BUSINESS

|
Image: By BiztechAfrica
Telecel service ISO certified

By Alfonce Mbizwo, Harare, Zimbabwe

Telecel Zimbabwe has been recertified for ISO 9001:2008 Quality Management Systems by AfriCert, a Johannesburg-based company that provides ISO certification that is recognized worldwide.

AfriCert is accredited by the South African National Accreditation System (SANAS).

Telecel Zimbabwe Project Management & Quality Assurance Director Dzingwa Madzima said Telecel’s ISO certification guides its business processes to ensure consistent quality service delivery for the benefit of its customers.

“Quality customer service is the focus of all our operations. That is why we have installed the new IN system and are creating an enlarged technologically up-to-date call centre.

“It is why we went for ISO 9001:2008 certification in the first place and are happy that we have been recertified, confirming we meet that International Standards Organisation standard for quality management systems,” he said.

Recently, Telecel Zimbabwe CE Francis Mawindi announced that Telecel had installed a new intelligent network (IN) management system that will enable it to provide its customers with more value added services.

He also announced that it was establishing a new third generation technology call centre that will have interactive voice response (IVR) and the capacity to deal quickly with customer queries, whether they are made over the phone or by e‑mail, messaging or text message.

Installation of the IN system began in April this year. Unlike the previous system Telecel had been using, which had reached its capacity for value-added services, the new IN system has a virtually limitless capacity for new value added services.

It is capable of taking on countless new applications that can help enhance subscriber services. Its on‑the‑shelf products reduce the time it takes to market new value-added products. The system has a disaster recovery site that ensures nothing is lost in the event of the system being damaged or compromised.

It makes it possible for the company to provide more services for both pre-paid and contract subscribers, who may soon be able to set a limit on their monthly account levels and be able, once they have reached the limit they have set, to load airtime in the same way as a prepaid customer does.

The new customer care centre has a capacity for 90 customer care agents, as opposed to the maximum of 20 at the current call centre. The IVR system will make it possible for subscribers to obtain automated responses to many of their queries even after customer care staff has gone home at midnight.

It will also speed up the resolution of queries, as information will be easily accessible online by customer care agents.

“ISO 9001:2008 quality management systems recertification confirms that we are maintaining the procedures and processes we put in place to ensure high quality service.

“Taken together with the new IN system and the new customer care centre, this can only mean still better service to our customers in terms of the quality of our network, products, value-added services and customer care,” Madzima said.



Share the News

Get Daily Newsletter

comments powered by Disqus

MORE BUSINESS NEWS

VMware reports third quarter 2014 results

VMware, the global leader in virtualization and cloud infrastructure, today announced Year-over-Year Revenue Growth of 18% to $1.52 Billion in its financial results for the third quarter of 2014. Read More

CA Technologies study reveals application divide

A global study commissioned by CA Technologies reveals that that “Leaders” who are investing in new innovation and development capabilities are growing revenue at more than twice the rate of “Laggards,” creating an Application Divide in the marketplace. Read More

RubiBlu eyes African growth

SA-based software firm RubiBlu plans to expand in Africa on the back of significant growth. Read More

MTN Business partners Ghana SME 100 Ranking

MTN Business has been announced as the headline sponsor of the first annual Ghana SME 100 ranking, an initiative put in place to identify and honour the country's top 100 local Small Medium Enterprises.  Read More

Banks deny charging customers for BVN

Money deposit banks (MDBs) have denied allegation that they were milking their customers through ongoing Bank Verification Number (BVN) project of the Central Bank of Nigeria (CBN). Read More

Schneider Electric to acquire InStep Software

Schneider Electric, the global specialist in energy management, has entered into an agreement to acquire InStep Software, a leading provider of real-time performance management and predictive asset analytics software and solutions.  Read More

AfricaOnline managed service solution launched in Ghana

Pan African telecoms operator, Gondwana International Networks (GIN) has announced that its AfricaOnline business has launched a managed infrastructure and services solution in Ghana.  Read More

4th Annual CIO100 awards open for application

In conjunction with PwC, the CIO 100 awards, now in its fourth year, is now open for applications. Read More

Kenya’s Wananchi Group raises $130m for African expansion

Kenya’s Wananchi Group, which owns the Zuku pay-TV and fibre brands, has raised US$130 million in funding to expand in East and Southern Africa.   Read More

Investor networks to work towards pan-African Business Angel Network

Investor networks from across Africa attending last week’s DEMO Africa event in Lagos, Nigeria agreed to investigate how to form a pan-African Business Angel Network focused on early stage SME investing on the continent. Read More

PRESS OFFICES

Sage ERP AfricaSAP AfricaSage Pastel AccountingTrust PayVMWareSamsung ElectronicsMitsumi DistributionPhoenix DistributionSage HR AfricaMTN BusinessSchneider ElectricMultichoice

FEATURED STORY

Growing African focus on data securityGrowing African focus on data security

Beachhead Solutions’ new SA and Mauritius country manager explains the challenges and solutions around securing customer data and compliance with new personal information legislation.

IN DEPTH

Africa lags on digital migration Africa lags on digital migration

Only three African countries have so far completed the digital migration process, and serious issues are hampering the migration in other nations.  

COMPANY NEWS

VMware reports third quarter 2014 results

VMware, the global leader in virtualization and cloud infrastructure, today announced Year-over-Year Revenue Growth of 18% to $1.52 Billion in its financial results for the third quarter ...

CNN, MultiChoice name top African Journalist 2014

Kenyan journalist Joseph Mathenge has been awarded the top prize at this year’s CNN MultiChoice African Journalist 2014 Awards Ceremony.