What can a business do about customer communications during the unprecedented period of national lockdown? Does it give up or does it find a way to keep on talking?
For MultiChoice Zimbabwe, communications with its customer base across the country is a priority for a service that, while enjoyable and important in normal times, becomes nothing short of essential during times of crisis.
Liz Dziva, publicity and public relations manager of MultiChoice Zimbabwe said:
We opted to make our customer care staff operational from their homes, so our national telecall centre stayed open,using the existing call centre cell numbers but became based at home, that is, at the homes of our staff.
And, proving our long-held view that our staff genuinely care about our customers, the call centre staff were thrilled to remain working and of service.
While the temporary solution is on reduced number of lines the system has worked well, with many queries and requests being recorded and dealt with.
We ask subscribers to expect a delay in the resolution of some queries that require referral to our back-office teams The links were made through call centre mobile numbers on all three cellular networks – Econet, NetOne and Telecel – and not the principal landline number.
The service is open from 7 am to 7 pm from Monday to Saturday and between 8 am and 3 pm on Sunday. The content of calls varies, but focuses mainly on reconnection and reset requests, payment options, missing payments and product change queries.
However, we have been pleased to remain operational as a service and to have been able to assist our customers during a time when many more people have been spending much more time watching DStv, with its variety of information, education and entertainment for all audience types.
Cell numbers operational during lockdown are 0774 168466 to 471, 0712 267770 to 773 and 0731 500801 to 804. Alternatively, customers can contact us through our WhatsApp platform; 0732400156, Facebook page; www.facebook.com/DStvZimbabwe or email; DStvZimbabwe@multichoice.co.za