Melita employs 17 new customer care agents

Melita explained in a statement that it was “continuously investing” in the customer experience area through a specific investment program which included a new customer care IT system, an integrated customer care call centre as well as more user-friendly monthly bill format.

The new IT system was introduced earlier this year to efficiently resolve customer queries including resolution at the first call and when this was technically impossible, adequate follow-up in reasonable time leading to full resolution without any additional call-in requirements from customers.

To reduce average call waiting time further, Melita had also implemented a higher degree of service integration in its customer care centre by directing all calls straight to a customer service agent instead of putting the customer through an automated voice-assisted selection process.

Extensive training had been provided to all customer service representatives across the four services offered by Melita to increase the rate of resolution at the first point of call.

Customers could also manage all their Melita services through the My Melita web portal which had over 20,000 registered users. By logging onto http://my.melita.com, customers could access their account balances, pay bills, buy mobile credit, view pending and past invoices, view up-to-date internet, mobile and fixed telephony usage, and even send 8 free SMS per day to all Melita Mobile numbers.