BTC has taken a significant leap forward to improve customer care by implementing the Genesys Conversational Interactive Voice Response (IVR) platform, a new ultramodern technology for its Contact Center. The upgraded system offers a more intuitive and efficient way to receive assistance, reducing wait times and enhancing customer satisfaction by offering smart and personalized support.
K. Teneile Simmons, BTC’s Executive Senior Manager for Customer Experience highlighted that the Contact Center overhaul is a first within the Cable & Wireless Communications market. She noted that the cloud-based nature of the system ensures that BTC can respond to the changing customer needs. Simmons said, “We are committed to providing the highest level of care and support for our customers. The upgraded Contact Center allows us to proactively communicate with customers. The platform is easier to navigate and has even more self-help tools for customers.”
The telephone number stays the same, and customers can CALL-BTC (225-5282) to access the new Contact Center. The new system went live in September, and its enhanced features include:
Instant bill balance retrieval.
WhatsApp Chat transfer option for chatting with a live agent.
Service disruption and outage notifications.
Basic trouble shooting guidance and easy access for further technical support.
Directory assistance and weather updates.
Early users have weighed in, sharing their views.
Kendra Hanna praised the system’s efficiency in providing instant bill balances. “I often call BTC and speak with a live agent every month to obtain my balance, but last month I was able to instantly get my bill balance for my mobile phone. Kudos to BTC for allowing customers to have their needs met over the phone without any long wait times.”
Brenda Rolle appreciated the ease of navigation and other services like directory assistance and weather forecasts. “My experience calling the upgraded BTC Contact Center was positive. It has been working well and it’s extremely easy to understand. What I really like is being able to receive directory assistance and the weather. It made me recall when there
was a separate three-digit number that persons called to get this information, now everything can be found by just calling one number”, Rolle said.
The Contact Center upgrade follows several improvements and upgrades introduced this year, including a revamped WhatsApp Chatbot and the upgraded MyBTC Mobile App. On October 1, BTC proudly took part in the international CX Day celebrations, and thanked customers for their patronage and support through a variety of incentives and initiatives.
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