Our No.1 priority is to give the best
customer service at all times. DCL embarked
on a program to enhance its customer care
and support service during the year 2001.
Part of the program was the introduction of
our Call Centre Service which runs on a
quasi 24 hours basis in order to response to
our customer needs at all times.
Our agents are trained to answer and resolve
most know problems on the phone for retail
service and act as pre-sales in many
situations. The agents become the front desk
for many services and escalate requests,
complaints, sales leads, prospects
The Customer Care and Support Team is
managed by a Manager who has the
responsibility of the Call centre and take
possessions of all support issues as they
occur. He has the responsibility to liaise
with all other departments for their
resolutions and progress.
As an enabler to the customer and support
team, a CRM package has been put at their
disposal. The CRM package allows us to
capture all incoming calls, records and
follow up on complaints, issues that happen
every day. We are now in a position to have
statistics on issues and have a better tool
to monitor our customer support service.