MultiChoice a Canal+ Company
PayTV and DStv Internet Support
OVERVIEW
Managing CX, Revenue, Acquistion and Retention for MultiChoice a Canal+ Company
CXG engaged to support the broader CX and revenue generation objectives for the MultiChoice Canal+ group. Our role that of driving meaningful revenue streams whilst delivering superior experiences.
The engagement between Multichoice and CXG is award winning as we both CX and Revenue generation with customer satisfaction and service remaining at the heart of our CX strategy.
CXG managed 1,8 million per annum, sends over 12 million messages, maintain a C-HAP score of 93% (8% above the defined KPI of 86%) and have an average first response time of 16 seconds (That’s 16 seconds to answer your chat).
We generate in access of 3,500 DSTV Internet sales per month through our chat channels for our 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. We have 220k+ active subscribers and manage the platforms, systems, activations, support and process. Effectively the full journey onboarding to in-hand device activation.
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.
DStv Internet
One of the most successful MVNO’s (Mobile Virtual Network Operators) in South Africa, which today sees 10% of the MNO (MTN) data being consumed or utilised by DStv Internet!
DStv Internet Support with a team of 70 located at Mutual Park, Pinelands. DStv Internet Support and manages experiences across top ups, activations, packages changes, balance enquries, connectivity and DStv Internet deals.
On Demand Helpdesk
DStV NOC solution management with a team of 12 team members which support an on-demand elastic support desk and 5 NOC (Network Operations Centre) resources;
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 This include 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 93%, an average first response time of 21 seconds and service level delivery over 85%.