One Innovation After Another: Why Customer Support Just Keeps Getting Better At Vodafone

One Innovation After Another: Why Customer Support Just Keeps Getting Better At Vodafone

During my time at Vodafone (I started in 2003 as a Contact Center agent) I’ve gained extensive experience in customer service and team management. This has equipped me with the skills to handle diverse challenges in the telecommunications sector, and for several years now, I’ve been working as a Contact Center Team Leader. Currently, I lead the teams handling digital contacts and dedicated business customers.

My team is responsible for handling all digital customer interactions through WhatsApp, WebChat and other forms of social media. We also have a small team of dedicated agents who handle calls from a select pool of business customers for whom we provide tailored support 24/7.

I really enjoy working closely with frontline teams at Vodafone. I enjoy the challenge, and the impact we have on customer experience. We strive to create seamless digital experiences for our customers, and we’re continuously incorporating customer feedback into service improvements.

Enhancing our customer support experience

One of the projects I am very proud of leading was introducing WhatsApp as a new contact channel for our customers in Albania. With a seamless integration, we implemented a new platform to manage these actions, and it ended up becoming particularly helpful during the pandemic when the volume of inquiries was bigger, and people couldn’t go to physical locations for support.

The platform’s success, and seeing how quickly customers adopted it, has been a real highlight for me. It allows agents to manage multiple conversations efficiently which improves response times, and also makes it easier to track and resolve inquiries. It also enhances customer satisfaction just by providing a more convenient communication option.

I am currently involved in another very exciting and innovative project as well. We have already launched AI for digital interactions at the Contact Center, improving efficiency and response times, and we are now working on implementing AI for voice calls. It’s just the beginning. We have many more use cases planned to further enhance customer experience and streamline operations with AI. It’s exciting to witness how it can enhance our customer support capabilities. It improves the customer experience while also supporting agents by reducing repetitive tasks.

It’s all about reshaping how we provide support, and making it smarter, faster, and more seamless for Vodafone customers. It’s a major step toward modernising things across our whole customer support function.

Next for me?

While I’m always open to new opportunities that allow me to grow and contribute even more to Vodafone, I believe it’s important to focus on enjoying the role I have and maintaining a good work-life balance, rather than constantly looking towards the next step.

Having said that, it’s exciting to be part of a company that continually evolves, embraces innovation and encourages professional growth. Vodafone provides such a dynamic and supportive environment, along with the right tools and resources to succeed, so I am certainly looking forward to taking advantage of any opportunities to develop my career more in the future.