The American Samoa Telecommunications Authority launched today its new Customer Care call center at the Aleki Sene Sr, Telecommunications building in Tafuna.
A press release from ASTCA says this is one of the many improvements that ASTCA is implementing to enhance the quality of service for its customers.
The call center will be utilizing a new VoIP system which is a software on SIP (Session Initiation Protocol) standard, which enable extensions to make calls via the public switched telephone network (PSTN) or via Voice over Internet Protocol (VoIP) services.
Callers can make and receive calls, view the presence of their colleagues, divert & transfer calls simply with a click.
Besides using the office extension from your desk phone, reps can log into the queue anywhere using the softphones for iOS, Android, Mac and Windows.
In the past, the call center was limited to providing directory assistance and repair services.
ASTCA has now merged the two divisions and created a Customer Care call center that promotes customer centricity.
The new call center is a unified communications solution that will increase efficiencies by providing personalized customer care, boosting agent productivity and providing faster care resolutions.
The automated response system will allow continuous improvement as ASTCA identifies training opportunities through customer feedback.
It is convenient knowing when a call will be answered with accessibility to customer information, rates, products and services.
According to the ASTCA press release the call center reflects the agency’s commitment to excellence and reliable telecommunication services as well as continued enhancements to a secure state of the art telecommunication network that will exceed the demands of the government, the community and ASTCA’s customers.
