iTouch, the leading provider of wireless data services to mobile customers, has moved its call centre formerly located in Cape Town, to Digital Mall`s premises in Johannesburg.
Says Greg Brophy, CEO of iTouch SA: "We realised that Digital Mall`s Call Centre was far superior in technology and services and because iTouch prides itself on offering value to its customers, we realised that the move would be extremely beneficial."
The iTouch Call Centre is responsible for all queries dealing with smart messaging. This includes ring-tones, group graphics and phone capabilities, as well as supporting iTouch`s free SMS messaging on the Internet and all Info Text support. The iTouch Call Centre will also deal with any WAP queries.
"Since we`ve moved to the Digital Mall premises, we have received an overwhelming amount of calls each month as well as about 1000 e-mails regarding smart messaging."
"Without Digital Mall`s infrastructure, we would have struggled to deal with these high volumes of customer contacts. Using Digital Mall`s Call Centre technology, which includes the first end-to-end CRM solution in South Africa offering real-time interactive collaboration with customers on the web, namely the Quintus eContact suite, we have been able to fine-tune our services to our customers. The fact that Digital Mall`s Call Centre is highly customer-centric has also aided us in improving our service," adds Brophy.
"iTouch SA in its quest to more than double its turnover in a single year, and still improve customer support and satisfaction, confidently moved its Call Centre to Digital Mall this year", says Brophy".
"The technology, skills and environment at Digital Mall is definitely conducive to global best practices. The number of inbound calls, so far, have increased from 11 500 to 18 000 per month and yet we continued to deliver excellent service, measured daily against tough criteria, and in the process captured valuable customer information."
iTouch is responsible for taking all enquiries from potential participates wanting to take part in the Big Brother SA initiative. Making use of Digital Mall`s Call Centre premises and technology will greatly benefit this process.
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