The problem solver on the other end of the line

Ester Kamati

The Mobile Telecommunications (MTC) call centre is an essential part of the organisation as this is where customers mainly come in contact with the company through the representatives on the other end of the line.

The sweet and reassuring voice that oten handles these queries is often that of Candy Kamwi, a call centre operator. It gets really hectic at the MTC call centre sometimes but Kamwi loves the nature of her job, “talking to new people every day,” as she describes it.

“You can talk to like 60 people in one day, so by the end of the week you can talk to like three or four hundred people,” she says.

Although many would think that unhappy customers just call to vent their frustrations to anyone who happens to pick up the phone, Kamwi loves building new relationships with her clients and retaining them. “What I enjoy most is that they would call in and they say they would like to speak to Candy specifically and nobody else.”

Although many callers are friendly and understanding, the work in a call centre sometimes becomes overwhelming and one way that the agents can relax is by taking a short break.

“If a client comes in very angry, you can’t also be angry,” Kamwi says, adding that agents often need to talk calmly to difficult clients and calm them down. If a call is very stressful Kamwi usually takes a few minutes to calm herself before assisting another client.

Adjusting to the procedures used when taking calls was a bit of a challenge for Kamwi when she first started. For instance, the agent needs to note client details such as their name and cellphone number when they call in.

At the end of the call the customer is asked to rate the service. Kamwi finds that the most difficult part of the procedure. Sometimes she doesn’t even reach that point as customers are often in a hurry to terminate the call after receiving assistance.

Kamwi believes in going the extra mile for her customers. Through comparing packages that are within the customer’s budget, she advises them on which one would offer them the most benefits.

Referring to a customer whom she advised to opt for a T49 package rather than Tango, she emphasises the importance of educating customers about the packages and their benefits. “Tell them or add on what they ask,” is how she assists clients, equipping them with not just the information that they asked for but adding more knowledge on other options.

Kamwi describes herself as a foodie who rarely passes up an opportunity to have a meal. She is also an avid reader and often takes a book to work to read during her lunch hour. Currently on her bookshelf is a South African book titled ‘Naledi’.