" ITREALMS: Glo unveils SelfCare voice response in local languages

Wednesday, October 21, 2009

Glo unveils SelfCare voice response in local languages

The second national operator, Globacom has introduced a new Value Added Service called Self Care service.

This, the SNO said, enables subscribers to access information about the network’s services via the telephone which is now available in local major Nigerian languages.

Director, Customer Care, Ms Maria Svensson, stated that the service can now be accessed in Hausa, Igbo and Yoruba languages.

The Interactive Voice Response (IVR) service, she said, is the first of offer in the market, gives subscribers the opportunity of learning about the company and its activities without going to the website or calling the Glo Call Centre on 121 or 200 to speak with a Customer Care Representative.

Through the offer, customers can dial in and listen to basic static information on Glo products and services including its rich bouquet of value added services, promotional offers, SIM Replacement and Special Numbers, among other things.

“Our customers can now enjoy the service in English and Nigerian languages by dialing 500 or 5001 for English language, 5002 for Yoruba, 5003 for Hausa and 5004 for Igbo,” Ms Svensson said.

She explained that the service was introduced in the local languages to afford those not comfortable with English the opportunity to also enjoy its benefits.

“When we launched the service a month ago, we promised to beef it up with additional offers. The local language option is one such offer. We kept our promise to introduce this a few weeks after launch. We also plan other features such as information on Account Balance enquiry,” she said.

Ms Svensson restated that the Glo IVR service eliminates waiting time on the Call Centre lines and provides an option to people who cannot access the website due to lack of internet access. The service is also offered free of charge.

Globacom’s Customer Care Department compares with the best in the world. It is equipped with the latest technology and is manned by well trained and highly motivated staff.

The department is currently being expanded and will on completion of the project be the largest Customer Care centre in Africa.

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