Africell Sierra Leone has introduced the Africell Customer Care Experience (ACE) initiative. This groundbreaking initiative, launched on Monday this week, signifies a pivotal moment in the telecommunications giant’s commitment to prioritizing customer satisfaction.
Sarah Joy Komba, the Customer Care Manager of Africell Sierra Leone, emphasizes the significance of ACE in cultivating an informed and interactive relationship between top management and subscribers. She says that the initiative aims to provide valuable insights to company executives, enabling them to make informed decisions and recommendations to improve service delivery.
Sarah Joy Komba reiterates that ACE underscores the company’s unwavering dedication to its subscribers, with directors and managers assuming the roles of frontline agents to better understand and address customer needs on a daily basis.
Shadi Gerjawi, the Managing Director of Africell Sierra Leone, echoes Madam Komba’s sentiments, emphasizing the company’s customer-centric approach. Shadi Gerjawi also emphasizes that customer care is integral to Africell’s ethos, as every aspect of the company’s operations revolves around ensuring customer satisfaction.
Mr Gerjawi underscores the importance of ACE in shaping the company’s operations, highlighting that feedback collected from both directors and customers will inform the development of actionable plans. These plans aim to streamline the customer experience, ensuring that every interaction is seamless, fast, and reliable.
Andrew Fatorma, the Chief Admin and Human Resource Officer of Africell Sierra Leone, sheds light on some of the challenges identified through ACE. One such challenge involves subscribers facing difficulties in fulfilling the criteria for SIM replacement, particularly regarding the submission of frequently dialed numbers.
As Africell Sierra Leone embarks on this transformative journey with ACE, it reaffirms its commitment to placing customers at the heart of its operations. Through enhanced communication, collaboration, and proactive problem-solving, Africell aims to set new standards of excellence in customer care within the telecommunications industry.