Itai Ndongwe
HARARE – TelOne has launched its state-of-the-art 102-seater Omni Contact Centre, a strategic move aimed at delivering world-class customer engagement and unlocking new revenue streams for the business.
The centre is designed to provide seamless and empowering interactions, meeting the evolving needs of today’s consumers who demand engagement, responsiveness and trust. By integrating multiple customer-interaction channels, including voice, email, live chat, social media, AI-driven self-service channels and analytics platforms, TelOne is shifting from a traditional telco to a technology-driven digital service provider.
TelOne CEO, Engineer Lawrence Nkala, said, “The Omni Contact Centre represents a strategic shift: from being just a communications services provider to becoming a digitally-enabled customer experience partner and a Business Process Outsourcing (BPO) hub that supports local and international clients.”
He added that this facility positions TelOne to participate meaningfully in the customer experience, BPO, and Call Centre Services market, an industry growing globally and presenting an opportunity for Zimbabwe to create employment, export services, and earn foreign currency.
The launch of the Omni Contact Centre is a key component of TelOne’s transformation journey, aimed at modernising customer channels, digitalising operations and growing new businesses adjacent to connectivity. The centre is expected to create over 165 jobs, largely targeting young people, and support Zimbabwe’s digital economy agenda.
One of TelOne’s clients, the Zimbabwe National Roads Administration (ZINARA), represented by Mrs Tsungie Manyeza, Head of Corporate Communications and Marketing, has praised TelOne’s Omni Contact Centre for transforming its customer service landscape. The partnership has enabled ZINARA to provide real-time responses and extend its service hours, meeting the evolving needs of motorists. According to ZINARA, the centre has helped resolve queries within hours, exceeding the standards set in its Client Service Charter.
The collaboration has yielded impressive results, with ZINARA’s Customer Effort Score rising by 10% and complaint resolution rate increasing by 9% year on year. The overall complaints response time has improved by 87%, contributing to a client satisfaction index of 77%.
ZINARA credits TelOne’s Omni Contact Centre for empowering it to provide a seamless customer experience, making it easier for motorists to do business with the administration.
