Upgrading customer care

Afrox’s National Customer Service Centre (NCSC) has upgraded to theAvaya contact centre system in order to offer a more sophisticated and reliable service to customers. “To instil a positive customer perspective we introduced an upgrade with the technological capability to significantly improve customer communications with Afrox,” said Ulandi Wagg,NCSC Quality Manager.

Customers will now enjoy flexible options, for example, to contact a specific back-officeagent directly, or follow the standard process of dialling into the NCSC standard share call number. A highly efficient intelligent routing mechanism will connect customers to the correct agents, best service points and information.

“The additional functionality the systemprovideswill enable Afrox to better assist our multimedia customers,” said Ulandi. “And will ensure that queries and complaints are addressed as soon as possible, with minimal delay.”