Customer Care / Retentions (Inbound And Outbound)
Voda World Midrand
-Making calls – offering Vodacom clients various price plans as well new deals /Cell Phone packages. -Receiving calls – Assisting Vodacom customers with their queries and billing issues. -Retaining clients – Securing Vodacom deals to maximum point of keeping a client happy with their packages as well as their price plans. Various options were also given to clients in terms of package affordability. -Upgrading/Cancelling clients contracts – Upgrade when the customer’s contract was due and cancelling the contract was mainly done on the client’s interest or affordability of a client.-Communicating/liaising with clients via email and telephone – mainly to give a customer an update on their applications or status of account, and also to opt a client various options and deals that are on special. Day to day feedback was also done in terms of client’s interest as well as good customer care service provided.Research Analyst/ Quality Assessor -Listening to calls - evaluating calls and providing feedbacks enhancing the quality of the calls.- Identifying and implying important positive messages-Researching and Data Capturing- checking if the calls are captured correctly and the agents are following the right procedure.- Make informed decisions to make the process better, faster and quicker.
