In line with efforts to improve operations in the customer care centre, Melita has recruited 17 additional customer care agents to strengthen call centre operations, reduce waiting time for incoming calls and increase rates of first-call resolution on customer enquiries.

Melita is continuously investing in the customer experience area through a specific investment programme that includes a new customer care IT system and an integrated customer care call centre, as well as more user-friendly monthly bill format.

“Melita is listening carefully to feedback from its customers. We are fully committed to improve our efficiency levels in customer care through increased investment and initiatives. Recruiting additional staff members will allow us to deal with a larger number of customer queries in a shorter period of time. We aim to continuously reduce waiting times to reasonable levels and to have a higher rate of first-call resolutions in line with international practices for customer care centres,” said Joe Cocchiara, Melita’s Call Centre manager.

The new IT system was introduced earlier this year to efficiently resolve customer queries, including resolution at the first call and, when this is technically impossible, adequate follow-up in reasonable time leading to full resolution without any additional call-in requirements from customers.

To reduce average call waiting time further, Melita has also implemented a higher degree of service integration in its customer care centre by directing all calls straight to a customer service agent instead of putting the customer through an automated voice-assisted selection process. With this smoother system now in place, customers can rest assured of getting in touch with a Melita customer service agent in less time. Extensive training has been provided to all customer service representatives across the four services offered by Melita to increase the rate of resolution at the first point of call.

Customers can also manage all their Melita services through the My Melita web portal, which has over 20,000 registers users. By logging onto http://my.melita.com, customers can access their account balances, pay bills, buy mobile credit, view pending and past invoices, view up-to-date internet, mobile and fixed telephony usage, and even send eight free SMS per day to all Melita Mobile numbers, all in a very secure environment.