Lumen worked with ZECO (Zanzibar Electricity Corporation) customer facing staff to develop soft and hard capabilities in customer care. On the hard side, Lumen designed, procured and implemented a customer contact centre including email, social media, state of art phone system and complaint ticket software. On the soft side, Lumen teamed with customer care trainers to train all customer facing staff including engineers on how to engage with customers including ‘mystery calls’ to ZECO and Tanesco customer care centres.
Following a two-year intervention, Lumen teamed with their East Africa market research partner, TIFA, to design and conduct a door-to-door customer satisfaction survey in Swahili to understand customer needs, expectations and satisfaction with ZECO as well as areas of improvement.
