PSPF SEEKING TO ENHANCE CUSTOMER SERVICE MANAGEMENT
In the quest to enhance customer
experience through its call center, the Public Service Pensions Fund (PSPF)
conducted a benchmarking expedition aimed at drawing lessons from well-established
contact centers in the country.
The focus of the benchmarking study
included management of contact centers, industry best practices, opportunities
for improvement and challenges affecting management of these centers.
During the study, PSPF visited the
National Pensions Scheme Authority (NAPSA), Zambia Revenue Authority (ZRA) and
Multi Choice Zambia contact centers.
The three Institutions took time to
explain the operations of contact centers including the innovative technologies
they have employed, challenges faced and coordination of different departments
working in delivering excellent customer service.
The visits further accorded the
PSPF delegation an opportunity to appreciate the evolvement of call centers
from only handling phone calls to covering digital platforms such as e-mails,
Website Chat box, WhatsApp, Facebook and LinkedIn among others.
At NAPSA, the delegation had the
opportunity to interact with Director General Mr. Muyangwa Muyangwa who
emphasized the importance of an Institution like PSPF having a contact Center
to effectively meet the needs of its clients.