ZIMBABWE’S second largest mobile phone operator by subscription, Telecel, has been recertified for ISO 9001:2008 Quality Management Systems as the firm fights for market share in the highly competitive telecommunications sector.
Report by Business Reporter
According to the mobile phone company, Telecel AfriCert, a South Africa-based company, endorsed Telecel commitment to provision of quality service.
Telecel Zimbabwe Project Management and Quality Assurance director Dzingwa Madzima said Telecel’s ISO certification guides its business processes to ensure consistent quality service delivery for the benefit of its customers.
“Quality customer service is the focus of all our operations. That is why we have installed the new intelligent network (IN) system and are creating an enlarged technologically up-to-date call centre.
“It is why we went for ISO 9001:2008 certification in the first place and are happy that we have been recertified, confirming we meet that International Standards Organisation requirement for quality management systems,” he said.
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The recertification follows the firm’s installation of a new IN management system that will enable it to provide its customers with more value added services.
Telecel chief executive officer Francis Mawindi recently said the telecommunications company is currently establishing a new third generation technology call centre that will have interactive voice response and the capacity to deal quickly with customer queries, whether they were made over the phone or by email, messaging or text message.
Installation of the IN system began in April this year. Unlike the previous system Telecel had been using, which had reached its capacity for value-added services, the new IN system has a virtually limitless capacity for new value-added services.
The system, according to the firm, is capable of taking on countless new applications that can help enhance subscriber services. Its on-the-shelf products reduce the time it takes to market new value-added products.
The system has a disaster recovery site that ensures nothing is lost in the event of the system being damaged or compromised.