POND ISLAND–TelEm Group Chief Executive Officer (CEO) Kendall Dupersoy has signed a contract with local company Telecare BV to bring Helpdesk services for TelEm back to St. Maarten.
TelEm’s Helpdesk services have been carried out by a company in Curaçao for some time now. The new Helpdesk service will officially start on August 15, after some in-house customer relations training that will be carried out by experienced TelEm Group staff themselves.
The Helpdesk will be open from 7:00am until 9:00pm, 365 days a year. A team of 11 local workers will be working together for the Helpdesk service.
Dupersoy believes that the wrong message was being given to customers who found themselves speaking to a helpdesk based in Curacao rather than here on the island. He was also strongly against providing employment in other places rather than in St. Maarten, it was stated in a press release.
“It was something I never really agreed with while I was a board member at TelEm and it is one of the first things I set about changing days after I joined the company,” Dupersoy said.
Telecare is operated by CEO Oswaine Illis, who signed the agreement with TelEm during a brief ceremony recently. Also present at the signing was TelEm Group Manager of Customer Care Veronica Browne, who was instrumental in selecting Telecare following an intensive bidding process.
“We carried out a thorough bidding process to find the best company to provide local Helpdesk services, and I look forward to Mr. Illis and Telecare taking this opportunity to show what a local company can do given the chance,” Dupersoy said.
“I strongly believe we should not have our Helpdesk located off-island, that in itself was a big motivation to me not only because of the level of service we were getting at the time, but also because I want to increase our customer service for TelEm customers – a very important part of any improved customer experience,” Dupersoy said.
According to the CEO, the locally-based company will have the right people in the right place with a more complete service to TelEm Group customers. From its local base, Telecare will integrate into TelEm Group’s various networks so that staff can provide quicker technical response to customers both on the phone and also in the field since there will be less lag time from when a customer makes a call to when a technician goes out, if necessary, to deal with a particular problem.
Illis assured that he has a young team who will be working in shifts and who are eager to show what they can do. During the signing ceremony Illis thanked Dupersoy for the opportunity and vowed to provide the best partnership arrangement to satisfy TelEm Group customers.
“We hope to exceed all of TelEm’s expectations and what the company wants to achieve with customer care on this island and we will be doing that with a young and very eager team,” Illis said.
Browne: “We are very fortunate that we have the combined experience of Managing Director of Telecare Ninoska Lambert, who is in the hospitality industry and that of Mr. Illis, who has vast IT experience coming together with 11 young local workers to provide this very important service for our customers.”
Browne said Telecare has already taken it upon itself to train its staff very early on about the importance of good telephone etiquette and customer relations practices before starting another training programme with TelEm Group personnel. “We see that as a very good sign. They are very dedicated, committed, and I look forward to working with the Telecare team,” Browne noted.
Source: The Daily Herald https://www.thedailyherald.sx/islands/68198-telem-telecare-sign-contract-for-helpdesk