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

WorldRemit raises $45m to drive next phase of growth

Money transfer service WorldRemit has raised $45m in financing from TriplePoint Venture Growth BDC Corp. and Silicon Valley Bank. Pioneering a mobile-first approach to remittances, WorldRemit will use the funds to support its rapidly growing transfer volumes. Read More

Jumia, AXA partner to provide insurance products and services to African customers

AXA will become the exclusive provider of insurance products and services through Jumia and other AIG online and mobile platforms in Africa. Read More

Orange to acquire Millicom subsidiary in DRC

Orange and Millicom have signed an agreement leading to Orange’s acquisition of Millicom’s operations in the DRC. Read More

Ringier Africa and Asia Pacific get new structure and leadership

Ringier is restructuring its international market set-up for the beginning of the new year, with four dedicated teams established for each of the African business models.  Read More

Travelstart secures strategic partnership with MTN

Amadeus, the global technology investor, has announced a $40m investment in Travelstart in partnership with MTN, Africa’s leading mobile and digital life services operator.  Read More

VMware appoints new Regional Director of SSA

VMware has announced the appointment of Matthew Kibby as regional director of Sub-Saharan Africa (SSA). Read More

More than 700 delegates at Sage’s first African Business Partner Conference in South Africa

Sage’s first African Business Partner Conference in SA marks a milestone in Sage’s journey towards becoming the global market leader for integrated accounting, payroll and payment systems. Read More

SweepSouth secures funding from top SA Venture Capitalists

Vumela Fund has backed online home cleaning services platform SweepSouth. Read More

Smarter use of digital skills, tech, could boost global economy by $2 Trillion: Accenture

Optimizing the use of digital skills and technologies could generate $2 trillion of additional global economic output by 2020, according to a new study by Accenture. Read More

Ghana’s real estate industry to benefit from MLS database

Real Estate Professionals in Ghana will soon have access to a new Multiple Listing Services (MLS)  designed to relieve them of the stress of listing properties.  Read More

PRESS OFFICES

Sage EnterpriseSAP AfricaSage Pastel AccountingTrust PayVMWareSamsung ElectronicsMitsumi DistributionPhoenix DistributionMTN BusinessSchneider ElectricMultichoiceMicrosoft 4AfrikaNetworks Unlimited

FEATURED STORY

Viber Spreads Good Vibes in Africa with the introduction of public chats Viber Spreads Good Vibes in Africa with the introduction of public chats

Viber, one of the leading messaging and calling apps with more than 664 million unique users worldwide, has opened its latest social channel ‘Public Chats’ to partners in Africa and the Middle East. 

IN DEPTH

Poised for greater heights – Roshi Motman, AfricaCom CEO of the Year WinnerPoised for greater heights – Roshi Motman, AfricaCom CEO of the Year Winner

Roshi Motman is not your average CEO. Since taking up the reins as the first female CEO of Tigo Ghana in 2014, she has led the Tigo brand through a remarkable transformation. 

COMPANY NEWS

Arbor Networks maintains leadership in IHS Infonetics Report on DDoS prevention appliances

Arbor Networks was identified once again as the top supplier of DDoS mitigation appliances overall, as well as in the Carrier, Enterprise and Mobile market segments, according ...