Globacom Achieves Faster Connectivity at Call Centres

Globacom has made it easier for its customers to access help through its call centres by boosting customer representatives’ head count at the centres.

The operator’s customer care facilities across the nation have been expanded and equipped with state-of-the-art facilities to accommodate more customer care representatives.

Globacom said in a statement that this development would help to boost overall customer experience on the Glo network as subscribers will be able to access help through the help lines for any of the issues they may have.
The company said it took the decision in line with global best practices in customer care, adding that the key objective is to ensure quick resolutions of queries, requests and complaints raised by its customers.

“These steps would add value to the experience of our esteemed customers on the network as they will spend less time on the Interactive Voice Response (IVR), before a human customer care representative picks the call and resolves the issue or issues being raised by the customer,” the statement said.

To complement the physical customer assistance centres, the company said it had also increased the capacity of its social media help desk to handle social media customer interaction through Facebook, Twitter, Instagram, Google+, YouTube, Online Web Chat and other platforms.

Globacom has also boosted the capacity of its eMarketing team to enhance customer engagement on new products and services.

“For the online dealers and business associates, a dedicated customer care support desk to manage and handle walk-in customers pan Nigeria has been established and the desk, cumulatively, manages dealers and associates on a day to day basis,” the statement added.