MultiChoice a Canal+ Company
PayTV and DStv Internet Support
Client:
MultiChoice a Canal+ Company
Scope:
Sales, Lead Generation and Service
Year:
2022
We provide supports and manage MultiChoice and DSTV across a number of key channels including inbound and outbound voice and digital experience management, NOC, lead generation, sales activations and a full MVNO.
We deliver integrated experiences that ehances MultiChoice Canal+ service delivery and business performance with four key lines of business.
Digital Live Chat
Full Live Chat team of 240 team members located across two sites namely Century City and Mutual Park, Pinelands, Cape Town;
Management of all live chats related to core, new digital MultiChoice and DStv Services and Products including DStv, DStv Stream, ShowMax, DStv Internet, Biling, Technical challenges, activation of Products and Services, Technical support across its digital assets, Upsell and management of financial and billing queries.
Internet
DStv Internet Support with 80 team located at Mutual Park, Pinelands
DStv Internet Support manages experiences across top ups, activations, packages changes, balance enquries, connectivity and DStv Internet deals.
One of the most successful MVNO’s (Mobile Virtual Network Operators) in South Africa.
On Demand Helpdesk
DStV NOC solution management with a team of 17 team members, 12 on-demand and 5 NOC (Network Operations Centre) resources;
Team dedicated to personalised outbound activations.
Full Mobile Virtual Network Enablement
MVNE (Mobile Virtual Network Enabler) a member of DSG that provides DStv Internet based services including bundled based signup activity leveraging LTE services and devices;
Effectively we provide a fully managed and converged billing platform that drives DStv Internet;
Continued management of all platforms, systems, activations, support and process.
Effectively we manage full journey onboarding to in hand device activation.
The partnership Multichoice a Canal+ remains award winning as we support managing a number of key streams and activities across Customers Experience, Sales and Revenue enhancement with strategy at the heart of all we do.
With a relentless partner based focus, DStv Internet has become one of the country’s most successful MVNO’s because of two factors focusing on specific customer lifestyle needs or pain points and using assets to address them. We believe identification of target customers and unique value propositions enables offerings that seek to expand wallet share and extend lifetime value. By integrating its core video entertainment business into our telecom offering, we have created a unique value proposition that helps differentiate the brand.
CSAT/CHAP (Customer Happiness) performance and service levels for Chat and DStv Internet support with CXG maintaining a CSAT score over 92%, an average first response time of 21 seconds and service level delivery over 85%.