A Customer Centric Vision
As Head of Customer Experience at Melita Limited, I’ve had the honour of working together with the Melita teams to shape a customer experience strategy that’s centred on trust, quality, and care. Having spent 21 years at Melita and occupied various roles, I’m proud to lead a team committed to making every interaction with our customers as positive and seamless as possible. Working closely with various teams, we make sure that from our shops to our call centres, and our digital channels to the technician visits, we’re focused on delivering an exceptional experience every step of the way.
A Holistic Customer Service System
At Melita, we have redefined customer support through an integrated approach that spans in-store, at-home, over-the-phone, and 24/7 digital chat services. This comprehensive system ensures that we are with our customers every step of the way -from their first enquiry to installation, billing and ongoing support, for both residential and business customers. To enhance this experience, we have introduced an AI-powered chatbot that assists our agents by handling most of the routine queries, allowing them to focus on more complex issues that require a human touch.
Reporting directly to our CCO and collaborating closely with our CIO and CTO, I’ve had the privilege of driving transformative changes that prioritise both operational improvements and cross-functional learning, all with the customer’s needs at heart.
Customer Promises and a ‘Solve It’ Mindset
At the core of our mission is a commitment to service excellence. Our CEO has defined clear customer promises, my team and I work diligently to uphold two key commitments: delivering technician visits within 24 hours and resolving customer issues promptly. But speed alone isn’t our goal – our focus is on delivering comprehensive, lasting solutions that truly satisfy our customers.
To achieve this, we’ve embraced a ‘Solve It’ mindset, where addressing the root cause is as critical as addressing the immediate issue. This approach required us to rethink and revamp our operational processes across the board, ensuring that every touchpoint reflects the high standards we set for ourselves.
Investing in Our People
Our investment in customer service starts with our people. We’ve invested significant resources into equipping our frontline teams with the skills, knowledge and confidence they need to excel. Training programs, coaching frameworks and tailored workshops all contribute to helping our teams make smarter, faster decisions.
We’ve also redesigned systems to ensure that our agents have the autonomy to act decisively in real-time. This trust cultivates a motivated workforce that consistently goes the extra mile for our customers. Recent CRM upgrades have further supported this by enabling faster, more personalised responses to even the most complex challenges.
At Melita, we believe in the power of people, processes and new technology to transform customer care. By investing in our teams and rethinking the way we work, we’re working very hard to meet our customers’ expectations. And even though, realistically, we do not always manage to do that – we work very hard to keep getting better at it.
