Telecom Lead Africa: Airtel has forged an alliance with
Centum Learning to set up a Customer Service Academy in Africa.
The academy, managed and run by Centum Learning, will work towards equipping
the Airtel customer service personnel from all 17 countries of operation, with
the requisite skill set required to deliver customer service of exceptional
quality.
The Service Academy learning framework will ensure
quality learning through a systematic and sustainable approach integrating
multiple delivery models such as e-learning, classroom training and on-the-job
training.
With the launch of the first ever Customer Service Academy in Africa, powered
by Centum Learning, the very important and critical building block is in place
to equip our customer service teams with the necessary skills enabling our
people deliver superior and never seen before customer service leading to a
long term sustainable edge in the highly competitive telecom market,” said
Manoj Kohli, CEO, International Business & joint managing director, Bharti Airtel.
Currently Centum Learning is driving both the Airtel Centum Sales Universities
in India and Africa and focuses on upgrading knowledge, skills and attitude of
role holders in the sales and distribution domain. This model has trained over
80,000 role holders ranging from frontline staff to the leadership teams.
With the launch of the Customer Service Academy, we are confident that the
newly trained Customer Service team will play a pivotal role in not just
delivering a world class experience but will drive the rest of the organization
to deliver the same level of excellence, thereby bringing Airtel closer to its
vision and promise of being the most loved brand by 2015, enriching the lives
of millions,” said Sanjeev Duggal, CEO, Centum Learning.
