National telecommunications operator, Globacom, has moved to bring its services closer to subscribers in the South-South region with the commissioning of a state-of-the-art mini Call Centre in Port Harcourt, Rivers State.
The new mini call centre, which is also part of the company’s strategy to expand its customer-handling capacity, is equipped with the latest technology capable of handling up to 20,000 calls per day.
Maria Svensson, Globacom’s Director of Customer Care, explained that the mini call centre was commissioned to reduce the pressure on the company’s existing customer care support system and meet the needs of its increasing subscriber base in the South South part of the country.
“Our ultimate goal is to ensure a significant reduction in the waiting time for customers to speak with Customer Care representatives in local languages and get their queries and issues resolved. We simply wish to be more accessible and more responsive to our customers,” Svensson stated.
The new facility thus helps situate Glo in the same cultural environment as the customers in the region, she explained. As a result, the Call Centre official is able to relate more conveniently with the caller since they both speak the same language and have the same frames of reference, Svensson added.
The Port Harcourt mini call centre also demonstrates Globacom’s strategy to contribute to Nigeria’s social and economic development. According to Svensson, “it is a strategy designed to improve the quality of customer support available to our esteemed customers in the South South, and also add value to the local communities by creating employment opportunities for Nigerians. This is another way Globacom is empowering Nigerians with direct employment of young graduates.”
She also disclosed that Globacom plans to set up more mini Call Centres around the country in order to reach more mobile phone users in their local languages and at their natural environment.