HARARE – TelOne has launched its state-of-the-art 102-seater Omni Contact Centre, a strategic move aimed at delivering world-class customer engagement and unlocking new revenue streams for the business. TelOne CEO, Engineer Lawrence Nkala, said:“The Omni Contact Centre represents a strategic shift: from being just a communications services provider to becoming a digitally-enabled customer experience partner and a Business Process Outsourcing (BPO) hub that supports local and international clients.” He added that this facility positions TelOne to participate meaningfully in the customer experience, BPO and Call Centre Services market, an industry growing globally and presenting an opportunity for Zimbabwe to create employment, export services and earn foreign currency. The launch of the Omni Contact Centre is a key component of TelOne’s transformation journey, aimed at modernising customer channels, digitalising operations and growing new businesses adjacent to connectivity.
The centre is expected to create over 165 jobs, largely targeting young people, and support Zimbabwe’s digital economy agenda. The collaboration has yielded impressive results, with ZINARA’s Customer Effort Score rising by 10% and complaint resolution rate increasing by 9% year on year. The overall complaints response time has improved by 87%, contributing to a client satisfaction index of 77%.
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