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

Building an African Dream: The Wyzetalk journey

Enterprise social networking company Wyzetalk examines the challenges and opportunities it encountered as a startup in Africa. Read More

African organisations under pressure to sharpen skills retention and employee engagement

Businesses across major African economies such as Kenya and Nigeria are coming under increasing pressure to align their strategies for retaining talent, compensating employees and engaging with their workforces with good international practices. Read More

The Workplace of the Future

Philip Gregory, Senior Regional Executive: Johnson Controls GWS, Middle East & Africa, talks about the workplace of the future, how it will impact the workforce and how businesses can navigate the tension between employee demands and the needs of the corporation. Read More

New MTN boss Ebenezer Asante starts work at MTN Ridge office

The former Chief Executive Officer for MTN Rwanda Ebenezer Asante has started work on Friday as the new CEO of Ghana’s leading network operator MTN at its plush Ridge Head quarters in Accra. Read More

Tigo Ghana CEO 2nd on Sweden’s list of 75 young and promising women

The CEO of Tigo Ghana limited, Roshi Motman, has been named as the second most young, promising and prominent female executive on Sweden’s tall list of 75 outstanding women.   Read More

Safaricom non-voice revenue, subscriber numbers show strong growth

Safaricom has reported a total revenue increase of 13% to Kshs 163.4bn, with non-voice service revenue increasing by 27% to Kshs 68.8bn.  Read More

She Leads Africa launches 2015 Entrepreneur Showcase

The premier platform for young female entrepreneurs across Africa has launched this year’s competition, with a $15,000 cash prize for the winners. Read More

Africa highlighted as high potential tech market

Africa’s trade potential has come under the spotlight at the 5th annual DHL Global Technology Conference in Dubai. Read More

Liquid Telecom names new Group Managing Executive

Willem Marais has been appointed to the post of Group Managing Executive for Liquid Telecom Group and also joins as the Chief Executive Officer of Liquid Telecom South Africa. Read More

Airtel, Oando seal strategic partnership deal

Airtel will gain a retail presence at Oando stations in line with a new partnership deal signed by the two companies. Read More

PRESS OFFICES

Sage ERP AfricaSAP AfricaSage Pastel AccountingTrust PayVMWareSamsung ElectronicsMitsumi DistributionPhoenix DistributionMTN BusinessSchneider ElectricMultichoiceMicrosoft 4Afrika

FEATURED STORY

Building an African Dream: The Wyzetalk journeyBuilding an African Dream: The Wyzetalk journey

Enterprise social networking company Wyzetalk examines the challenges and opportunities it encountered as a startup in Africa.

IN DEPTH

NIMC infrastructure must be managed by credible people: NIMC chiefNIMC infrastructure must be managed by credible people: NIMC chief

NIMC’s chief speaks to Kokumo Goodie about the role of the NIMC and his own legacy.

COMPANY NEWS

Microsoft, IICD launch employability hub in Ghana

Microsoft Ghana, in partnership with the International Institute for Communication and Development, has launched the TizaaWorks online platform, a one-stop online hub for employability and entrepreneurship.