New IT system for Melita's customer care

Melita has launched a new IT system to handle customer enquiries and respective follow-up procedures in a more efficient manner throughout all internal processes leading up to full resolution of the customer's enquiry.

Known as a "Ticketing System", this investment will contribute 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.

When a call is not resolved immediately due to complicated technical reasons, the system will assign a unique reference number which allows for easier identification of queries, a smoother follow-up process, less time wastage and more efficiency in resolving the matter to the customer's satisfaction. Inter-departmental service levels have been established based on respecting reasonable timeframes to resolve customer queries.

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 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," a company statement said.

"Melita is listening carefully to feedback from our customers. This feedback has been critical to developing this IT system and enhancing our operations within the customer care centre by helping us in identifying areas where investment and improvements were required. We are aiming to 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 Kevin Borg, head of customer experience.

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.