Ooredoo Tunisia - Customer Service Innovation

Company: Ooredoo Tunisia, Tunis
Entry Submitted By: FTI Consulting
Company Description: Ooredoo Tunisia is the leading telecoms operator in Tunisia. Rebranded from TUNISIANA in 2014, it is the Tunisian subsidiary of Ooredoo Group. Ooredoo Tunisia revolutionizes the landscape of new technologies in Tunisia, offering a range of innovative offers and services, in compliance with international standards, with Ooredoo Group’s vision and values – caring, connecting and challenging.
Nomination Category: Customer Service Categories
Nomination Sub Category: Award for Innovation in Customer Service Management, Planning & Practice - Telecommunications Industries

Nomination Title: Ooredoo Tunisia customer service innovation

Provide an essay of up to 625 words describing the nominee's innovative achievements since July 1 2018:

Ooredoo Tunisia is the leading operator of mobile telephony in Tunisia. Rebranded from TUNISIANA on April 24, 2014, it is the Tunisian subsidiary of Ooredoo Group.Ooredoo Tunisia brings together TUNISIANA’s prior achievements, including revolutionizing the landscape of new technologies in Tunisia by offering a range of innovative offers and services, in compliance with international standards, with Ooredoo Group’s vision and values – caring, connecting and challenging.

Ooredoo Tunisiahas an efficient technical network, covering 99% of the Tunisian population;and a service grouping a vast network of shops spread all over the country. The organisation engages in Tunisian society through several citizen programmes, which cover patronage and sponsorship of various activities, such as sporting, cultural and social events.

As well as engaging with local communities, customer service lies at the heart of Ooredoo Tunisia’s mission and has always been a key priority. The team directs huge efforts towards providing the best customer service to subscribers which it achieves through developing close relationships, a focus on listening as well as quality of the everyday customer experience.

Ooredoo Tunisia has taken steps to ensure its 5G readiness, most recently, it has partnered Nokia to leverage the AirGile cloud-native core which will power Ooredoo’s current network in preparation for 5G. The cloud-native mobile core is expected to make services more affordable and responsive to demand and needs of both consumer and enterprise customers, in terms of both capacity and bringing innovative services to subscribers faster.

Ooredoo Tunisia’s ambition is the continuous improvement of the multichannel customer experience, in terms of availability and ease of access, with personalized support.This is valid for the different channels, namely the contact center, shops and digital channels – My Ooredoo, Messenger, Live Chat, Web Support Forum, and Whatsapp.

In order to guarantee a better relationship with its subscribers, Ooredoo Tunisia has relied on an Omni-Channel customer approach since 2015, with an optimal presence on digital channels.The operator ensures the same quality of customer service regardless of the contact channel adopted, for example, social networks, live chat, email, site web, the self-help forum and the Self-Service IVR (Interactive Voice Server).

The excellence of Ooredoo Tunisia’s customer services has previously been recognised by the "Customer Service of the Year 2020" award from ESCDA and “Best Customer Service 2019” award. These confirm the continued consistency and performance of Ooredoo Tunisia’s customer services and its position as an industry leader for investment and quality in this area.

These achievements are made possible by the total investment of all employees, in particular the 450 employees who work in the customer relationship business, with one goal in mind: continuous improvement of the multichannel customer experience. Ooredoo Tunisia’s commitment to outstanding customer service serves as a competitive advantage, enabling the firm to strengthen its leadership position in the telecommunications sector in Tunisia.