December 1, 2015, Mandalay – Telenor Myanmar Limited (“Telenor”) today opened its second call center, located in Maha Aung Myay Township in Mandalay. With this opening, Telenor now has close to 300 agents in both Yangon and Mandalay, serving 12 million customers, 24 hours a day.
The new call center operation will be managed by Telenor’s contracted partner, Genex Infosys Limited, a leading Business Process Outsourcing (BPO) and IT solutions company headquartered in London, with operations in Bangladesh and the UK.
“We started our operations in Myanmar in Mandalay in September last year, and we are proud to once again celebrate a unique milestone in this fantastic city” said Petter Furberg, Chief Executive Officer of Telenor Myanmar. “Today, we serve more than 12 million customers in Myanmar, and this second call centre will help us significantly improve the way we serve our customers, alongside our other online and face-to-face customer channels,” Petter added.
Telenor observes that a significant proportion of customers calling the call centre have a preference for automated solutions, with a minority option for contact with agents for issues and questions. This indicates a growing efficiency of customer care solutions in our industry, and Telenor Myanmar continues to leverage best innovations and solutions, for maximum customer satisfaction.
“With self-service options in place, our agents can dedicate their time to helping customers with more complex queries, while the more easy-to-fix issues can be managed via automated options,” said Htat Htat Htun-Hansen, Head of Customer Care at Telenor.
Telenor’s first call center was opened in Yangon in September 2014, managed by partner Blue Ocean. Both call centers will now serve both Telenor users and non-Telenor users from 979 (for Telenor customers) 09790097900 (for non-Telenor customers) respectively. The call centers are available 24 hours daily, for both English and Myanmar language options.