Timor Telecom officially reopens renovated Call Centre in Dili
Dili, 6 December 2013
Identifying customer service as one of its strategic priorities,
Timor Telecom (TT) officially reopens today the new Call Centre premises in Dili, totally renovated and adapted to the needs of the new human resources, technicians and logistics personnel.
Within 230m² TT is integrating
15 new positions for simultaneous customer service, making a total of 52 current positions, as well as
42 new PCs and a
training room with 20 seats
allocated exclusively to the Call Centre, benefiting the internal professional training process.
Regarding human resources, the new Call Centre includes an
eating and resting area, equipped with kitchen appliances, PC with access to the Internet for personnel taking their breaks and also more than 50 lockers for personal belongings. Considering staff wellbeing, TT ensures
transport service (home-office-home) and
meal delivery to the workplace to all staff members doing night shifts (Call Centre operates 24 hours).
Benefits of the Call Centre remodelling
The remodelling of the Call Centre results from a diagnosis project that has been implemented in this department since June 2012 and which has identified necessary intervention areas, leading to the corresponding action plan.
More job positions
The rehabilitation of the Call Centre begun as a process of expanding the premises, allowing the
taking of 70 people on board and, thus, increasing the number of job positions significantly. New shifts for customer service were also created, responding to the ascending volume of received calls
Internal Training and introduction to technological tools
TT has created a plan for
internal training and regular monitoring of the Call Centre activities through KPIs (Key performance indicators).
Besides the functional and operation changes, the
introduction of new tools is also to contribute to the improvement of the performance of the Call Centre, namely:
- Implementation of IVR (interactive voice response) with selfcare: clients become able to perform several operations without having to interact with TT staff, namely subscribing promotional campaigns, changing their plan or subscribing different TT services.
- Implementation of a Call Recording System with the aim of monitoring and controlling the quality of the service delivered by the customer service team.
The remodelling project started in October 2012 with the aim of improving the global performance of the Call Centre and, subsequently, offering a high quality service to clients, targeting at international level objectives and results.
Holding the position of the biggest employee in Timor-Leste, TT employs in its new Call Centre a total of 114 workers with Timorese nationality, where 106 are Call Centre Assistants, 7 are Supervisors and 1 Director.
For further information, please contact:
Manuel Cárceres da Costa,
Corporate Relations Director
Timor Telecom, SA / + 670 77455622 /
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