5 October 2012

Tanzania: Airtel in Bid to Expand to Rural Areas

AIRTEL Tanzania has expressed its commitments to expand and provide better telecommunication services to the rural areas to cater for the ever rising demand in a bid to reach all parts of the country.

The Airtel Managing Director, Mr Sam Elangalloor said in a press briefing in Dar es Salaam that with the ever growing demand for telecommunication services, customers require support on how to use their phones. AIRTEL Tanzania is celebrating its Customer Service Week which started on Monday, a sign of appreciation to its clients for using the network.

With more than eight million customers countrywide, Airtel has recently set up a world class customer service centre through its partner SPANCO RAPS - Tanzania Limited with a view of maintaining excellence and effective delivery of Airtel services to customers.

The company launched the week as a mark of gratitude and a way to thank customers for choosing Airtel as their preferred mobile service provider.

"Airtel is committed to provide world class customer experience, we have the largest and most state-ofthe- art call centre facilities and equipment managed by our partner, SPANCO RAPS - Tanzania Limited, with the sitting of more than 650 customer service agents dedicated to provide support to our customers," Mr Elangalloor said.

He added, "We are determined to continue offering excellent customer experience to exceed our customers' expectations and are investing in our people to ensure we live to this promise." Today at Airtel, 97 per cent of calls to the call centre are enquiries on how to use data, handset sets, short message service (sms), Airtel Money services and other related services, he added.

He said the company has invested heavily in the Information Technology (IT) systems with automated facilities to increase the uptime and efficiency. Airtel has partnered with International Business Machines (IBM), one of the best IT companies in the world to deliver state-of-the-art solutions to our customers in the most affordable and convenient way, which guarantees the best customer experience to the end users.

For her part, the Customer Care Director, Ms Adriana Lyamba, said: "We have a well trained work force that is undergoing continuous training to cope up with the technological changes.

Recently, we introduced the Airtel Service Academy, which provides training on the job and enables our agents to provide the required assistance," She added: "We have also invested in technology to ensure our customers have access to our call centre. Today, we are happy that our customers across the country can easily reach us and get assisted by agents or through automated customer service.

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