PCCI Group wins Millicom’s Contact Centers deal in Africa
PCCI Group, a leader in customer experience and operations outsourcing, announced a strategic partnership with Millicom, the telecommunications and media company dedicated to emerging markets in Latin America and Africa to manage its contact centres in five African countries – Rwanda, Ghana, Tanzania, Chad and Senegal. With the signing of this partnership, PCCI Group becomes the first single supplier to be entrusted by Millicom to manage all its contact centres in Africa, providing its customers a unique, personalised and harmonized customer experience across all its subsidiaries in the continent. So far, PCCI has already opened a 500 seats contact center in Tanzania serving Millicom customers in Swahili and English.
“We are pleased to partner with one of the world’s leading telecommunications company, Millicom, as their partner of choice to manage their contact centres across Tanzania, Rwanda, Ghana, Chad and Senegal. This also reaffirms our commitment to the continent and enables us to leverage the growing telecommunications market in Africa by exploring new markets. The deployment of new operations in Africa will be supported by the PCCI Group’s local experts and by the command centre of the Group based in Dubai. Also, as part of this partnership PCCI Group will employ more than 1,000 people in the five countries supporting local talent,” said Nidal Kamouni, PCCI Group CEO.
Communication channels have evolved over the years and customers these days have a number of options to reach out to businesses. The advent of digital channels has changed the way consumers communicate and search for product and service information. Keeping in step with current trends PCCI Group, as part of the contract, will offer Millicom’s customers not only traditional voice contact center services, but also new digital customer service solutions which could include social media, echat and email.
As part of the partnership, PCCI Group will open in addition to Tanzania, three new contact centres in Rwanda, Chad and Ghana, all equipped with the most advanced contact centre service and technology to serve Millicom 25 million customers across Africa while reinforcing its commitment to becoming the leading customer operation provider in East and Southern Africa.
The relationship between PCCI Group and Millicom started in 2012 with the provision of contact center services in Senegal with PCCI Group consistently delivering results supporting Millicom’s expansion in Africa and over the years, the expertise that PCCI Group has gained in the telecom sector will be passed on to Millicom’s transition management and implementation of its new customer strategy.