11 - 17 April 2001

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Melita Cable customer service department handles record 51,000 calls

The month of March definitely did NOT provide any sort of spring-break for the Customer Care Representatives (CCRs) at Melita Cable plc. During March the CCRs in the Customer Care department handled a total of fifty-one thousand phone calls from Melita Cable customers and members of the general public. This figure is a record for the department, set up over 9 years ago, the average monthly call-tally recently being in the region of thirty to thirty five thousand calls a month (or 7500 - 9000 calls a week). In the space of one calendar year, March 2000 – March 2001, the Melita Cable CSR department handled just under half a million calls (497,835). The reason for this increase in calls over the month of March was attributed to the Melita Cable television FlexiPacks advertising campaign which generated a huge response for more information from subscribers and non-subscribers alike. Coupled with that, an equally large number of calls were made requesting information about the Cable modem internet service, the new Melita Customer Care centre in Valletta and also enquiries about the Melita Digital Interactive Hub project development in Madliena.

The Customer Care Service departmental manager, Nadine Inguanez, expressed a great deal of satisfaction at the impressive customer-call figures registered by the department in March. "The more time passes, the more people are becoming aware of the customer care service we provide at Melita Cable through our CCR department. We adopt a ‘buck stops here' policy which means that very few calls, if any at all, are transferred elsewhere. The CSR handling a call will deal with any enquiry or difficulty there and then, effectively and efficiently…and in the friendliest manner possible. Our guiding philosophy is a simple but effective one: A total commitment to ensuring total customer satisfaction at all times."
The Melita Cable Customer Care department may be reached on 345470. The CSRs are available 7 days a week, Mondays to Fridays from 8:00am – 10:00pm, Saturdays from 8:00am – 9:00pm and Sundays from 9:00am – 9:00pm.

The Business Times, Network House, Vjal ir-Rihan San Gwann SGN 07
Tel: (356) 382741-3, 382745-6 | Fax: (356) 385075 | e-mail: editorial@networkpublications.com.mt