Telecel awarded for best customer service in mobile telecoms

Zodwa Chinyenze, Cleo Sibve, Salva Shuva

(L to R) Zodwa Chinyenze, Cleo Sibve and Salva Shuva – team leaders in the Telecel’s customer services division

On the 30th of October, the Contact Centre Association of Zimbabwe (CCAZ) held its Service Excellence Awards and mobile network operator Telecel Zimbabwe was honoured with service awards by the association.

Telecel walked away with the 1st prize for Customer Service Executive of the Year, 1st runner up for the Best Call Centre in Zimbabwe and overall 1st prize for Customer Service Excellence in the Mobile Telecommunications Sector.

Econet and Net*One received the 1st runner up and 2nd Runner up respectively in the Mobile telecoms category. The CCAZ Customer Service Executive of the Year for the private sector was awarded to Telecel’s Customer Operations Director, Mrs Ntombizodwa Chinyenze. The CCAZ awards entities that prioritise customer service quality.

This isn’t the first time Telecel has received accolades for customer service. It’s call centre was previously honoured by the CCAZ for delivering service quality ahead of is peers in local telecoms.

According to Chinyenze, the operator’s success has been attributed to a customer focus which is meant to be a driver for the telecoms operator’s growth. She believes that Telecel has,

successfully leveraged on the key pillars of people, systems and processes to ensure it operates an integrated customer-centric organisation.

This might well be corporate speak to justify an increased focus on customer care, but it does, in a way, reflect the areas that Telecel appears to be zeroing in on as the smallest mobile operator right now.

After losing subscribers in the period leading up to a quieting of the storm around its ownership and licencing, Telecel has been using aspects of the same formula that seemed to work for it in the first place.

Subscribers are extended generous offers that stretch dollar value, promotions have always been and continue to be part of its signature and in a year where broadband growth has been redefined by services like LTE, Telecel has, according to its new leadership, maintained a focus on improving the quality of existing services rather than jeopardize it.

4 comments

  1. TECHNOKRATTI

    its a pity the company has changed hands i wonder if these guys will still have a job in a month?

  2. Anonymous

    NetOne is not doing badly at Number 3.

    SIlly awards

  3. Jack

    Congratulations Telecel! Please let me not be the only one to say this!

  4. desire ncube

    Everyone to telecel

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