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 servic
e, 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 /