Mahanagar Telephone Mauritius Limited (MTML)

MTML Overcomes Customer Service and Billing Challenges with Ameyo's Solution

MTML is a leading telecom service provider in Mauritius with its affordable tariffs and emphasis on quality services. We have more than 140,000 active connections, and it is continuously increasing, especially after the launch of our new and affordable GSM service. This required a highly efficient system to handle the influx of queries to consistently deliver satisfactory services. Our Call Centre solution powered by AMEYO ensured the proper monitoring of issues is done because of which 'Chili' has increased customer satisfaction greatly.

Nitish Kumar

Manager, Mahanagar Telephone Mauritius Limited (MTML)

Mahanagar Telephone Mauritius Limited (MTML)

About MTML

Mahanagar Telephone Mauritius Limited (MTML) is one of Mauritius's leading telecom service providers. MTML was founded in 2003 by MTNL, an Indian Government-owned telephone service provider, and since 2004, it has grown in leaps and bounds. MTML provides a wide range of services like international calling cards, prepaid and postpaid mobile services, and internet and mobile broadband. With MTML's most affordable tariffs, the rates for telecom services in Mauritius have come down drastically.

Challenges

Improve customer service

High uptimes

Multi-lingual support

Integrate with the existing billing platform

Easy access to customer information

Reduce call handling time

MTML, a telecom operator in Mauritius, introduced "Chili" GSM services to provide affordable choices using advanced technology. With contact centers across the island, they faced challenges in billing, collections, and customer service.

The launch of "Chili" required a robust solution for efficient operations and high uptime. MTML needed a multilingual system to handle diverse queries, ensure successful interactions for their extensive customer base, and maintain satisfaction rates.

Solutions

IVR

ACD & CTI

English and French language support

Integrated with ZTE IN and billing platform effortlessly

Customer information pop-up on the screen

Voice logs

Accurate and customized reports

MTML, a leading telecom provider in Mauritius, tackled customer service and billing challenges with AMEYO's IP-based solution. AMEYO, seamlessly integrated with existing equipment, addressed multilingual needs, offering flexibility for English and French interactions.

The customized solution reduced call handling time, distributed calls efficiently with ACD and provided features like CTI and Voice Logging. Results included improved customer service, reduced waiting times, and enhanced agent efficiency. The AMEYO solution ensured a smooth transition for MTML's "Chili" network, contributing to increased customer satisfaction.

Results

Reduced call handling time

Reduction in customer wait time

Boost in agent productivity