Jamaica's Digicel Hires 200 Staff for Customer Care Team
Published on: 10th Dec 2013
Jamaica's Digicel says that it has hired and trained some 200 additional agents for its Customer Care Call Centre.
Digicel has also invested some J$200M (USD1.9 million) in an Avaya Contact Centre Solution. This incorporates forecasting, scheduling and quality monitoring with 100% voice recording of agent/customer interaction. This also allows the company to analyse customer query trends and resolve them in a timely manner.
According to newly appointed Customer Care Director, Dwayne Tulloch, "we continue to see a significant uptake in our data packages and our data-enabled handsets as more and more customers are becoming tech-smart. And with this trend we find that customers require information on either recommendations on the best data plan that suits their lifestyle, how to download an application to their phones or how they can truly maximize the functions and capabilities of their data devices,"
"So with all of this, inbound calls to our Customer Care Centre have increased significantly over the past year," he explained.
The company is also investing in a number of other training initiatives such as a company-wide customer service training programme for all its employees as well as the rollout out of a 'Set Up Smart" programme across its dealer channel.