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OPERATIONAL REVIEW
(CONTINUED)
MultiChoice South Africa Holdings Proprietary Limited
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Integrated annual report 2017
41
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CUSTOMER CARE
In 2016 MultiChoice won several awards at the
Global Contact Center Awards held in Las Vegas.
We entered six categories, and received awards
in all categories we entered.
We achieved gold for Best Analyst, Best Call
Centre Agent, and Best Sales Agent. We achieved
silver for Best Workforce Planner and Best Quality
Assurance Agent, and we also achieved bronze
for Best Team Leader. We also received gold for
Industry Champion, which was awarded to
MultiChoice in recognition of the changes we have
brought to the international competition standards
at the Global Contact Center Awards.
We remain committed to delivering an exceptional
customer experience at every touch point.
Honest and open communication with our
customers at their touch point of preference is a
crucial part of our customer service strategy, as
is ensuring a consistent customer experience
across those touch points.
Our focus on improving our self-service platforms
has yielded great rewards in allowing our
customers to resolve basic issues themselves
without the need to spend time and money
phoning our call centre. This will remain our focus
in the year ahead. Our service levels (how quickly
we answer calls and whether queries are resolved
rst time) have exceeded our targets and were,
as at 31 March 2017, above 85%, and the call
centre has also achieved our customer
satisfaction targets.
Our service centres and agencies have also
exceeded all customer satisfaction targets this
year. Our focus on transforming our customer
experience even further continues by simplifying
complex business processes, reducing customer
effort, and optimising self-service by using arti cial
intelligence to augment our people’s knowledge,
and bots to simplify executing certain processes
and functions. Self-service for certain basic
information requests will also land on our social
platforms, to allow us to have more meaningful
social conversations with our customers.
We plan to increase our live chat engagements
with our customers, and to improve our quality
of service and levels of engagement across this
crucial platform.
SOCIAL MEDIA
Social media has changed the way businesses
operate. These platforms mean we can offer our
customers another (and easier) way to contact
us, while followers can stay abreast of news,
events and schedules. We also use these
channels to tell brand stories, educate our
customers about products and services, and
bolster our search-engine optimisation (which
helps when people search for us on Google).
Social media also creates increased transparency
and accountability. DStv and each of our other
brands have dedicated social media platforms
to engage with our customers.
Our social media team manages our engagement
with customers exceptionally well, with response
times above benchmarks and targets. Monthly
interactions on social platforms now average
above 65 000. Social media is increasingly
becoming our customers’ preferred medium of
interaction, and we’re committed to continue to
provide exceptional service.
Focusing on our customers