GVA Rwanda, a subsidiary of Group Vivendi Africa (GVA), revealed its new call centre for CanalBox on Wednesday, April 3, intending to enhance professionalism, service quality, and customer interactions in Rwanda’s telecom market.
CanalBox is a fibre-based internet service provider operating across Rwanda, Cote d’Ivoire, Uganda, Togo, Gabon, Congo, Burkina Faso, and the Democratic Republic of Congo.
It operates in Kigali City and Rubavu District, providing easy access to fast, unlimited fibre internet, especially in areas recently connected to CanalBox’s fibre network.
The new facility located in Kacyiru, Gasabo District, not only accommodates the expanding customer service team but is also fitted with new robust technologies. It operates 24/7, with call services available from 7am to 10pm, and digital communication responses handled between 10pm and 7am.
Moreover, the facility boasts over 25 newly trained customer service agents and advanced technologies. These enhancements aim to elevate support for customers who call the ‘8600’ line or 0788197100 for assistance.
During the presser, Aime Abizera, CEO of GVA Rwanda said, "In the four years that CanalBox has been operating in Rwanda, our subscriber base has been growing year-by-year, and to best serve our customers, we saw it fitting to expand our customer service capabilities.”
He added: "Starting with only five customer service agents in 2020, this new facility allows us to now host 25 agents, to serve the 42,000 homes we have equipped year to date.”
"We aim to provide quality service and maintain an active customer service team. As our client base grows, our commitment intensifies. With market expansion, we must increase our team size to prevent delivering poor services to both existing and potential subscribers,” he noted.
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Inside the call centre room
GVA Rwanda has invested in the latest Customer Relationship Management (CRM) systems that will help to provide the best service and be able to interact with customers on both digital platforms and phone calls.
The room is equipped with computers equivalent to the number of agents present. These computers run an automated system enabling agents to engage with callers in real-time.
Each shift has Quality managers who can step in when the agent and caller are unable to resolve an issue. This setup aims to ensure prompt and high-quality service delivery, leaving no issues unresolved.
"With these new technologies, we can handle multiple calls simultaneously, reducing the waiting time significantly, and allowing us to keep calls on hold while agents are busy, and reroute them to the next available agent, reducing the incidences of dropped calls when agents are not available,” David Serugendo, the Customer Success Manager, said.
About GVA Rwanda
Group Vivendi Africa (GVA), founded in 2015, builds, operates, and markets its own fibre optic networks to the home (FTTH – Fibre to the Home) in major African cities under its brand, CanalBox.
GVA currently operates in eight countries, leveraging its know-how and the experience of the Vivendi Group to connect homes and businesses to fibre optics with the highest level of service quality.