Dimension Data subsidiary Merchants will take over and run Cell C’s customer call centres, the mobile operator has announced.
It’s one of several initiatives aimed at improving Cell C’s customer service levels, says CEO Lars Reichelt, which include overhauling its billing system and moving its Gauteng contact centre to to a more central location in Johannesburg.
Reichelt says Cell C wants to focus on its core activity and allow third-party service providers to manage other areas of its business.
Cell C has already partnered with Nokia Siemens Networks and ZTE to roll out its third-generation mobile network. Huawei has been appointed to overhaul Cell C’s IT systems.
Reichelt says Cell C’s contact centre staff will benefit through access to more specialised training and better career opportunities and prospects, locally and abroad.
The value of the deal with Merchants has not been disclosed. — Staff reporter, TechCentral