Payments due or payment over due?

As a call contact centre consultant, among the many things that have bothered me in the course of my career, the most mind troubling one is how client servicing companies handle customers’ due or overdue payment/ fraud detection.

These companies are accessible at the time of purchase. They offer you the needed services, right product, the payment options and even offer to guide you through. The tides change when you do not get the right service for the cost incurred. This is not only in Uganda but through out Africa.

I am always confused whether it is the banks that process the payments or the telecom employees themselves but your money is stuck somewhere and you are not getting the required service.

It also happens that When making another payment by EFT or TCC by the client, the telecom will claim they don’t get the payment yet the customer’s account has been debited already. They will ask you to send them proof of payment. This time you have to go through your bank asking for a bank reference and the same bank already debited you. It then sounds like their systems and the people operating them are two straight lines that can never meet.

To worsen the situation, the manner in which they ask you to prove that you have paid is beyond believe:

1. They send you an alarming email or letter telling you how your lines are going to be disconnected

2.They go ahead and implement the disconnection process as you are still dealing with the bank to give you a reference.

3.If you call them, the call attendant shows no empathy and makes you feel like a debtor. Meanwhile, Some of these clients have been loyal customers of these telcoms and when you observe critically at their payment history, they have no payment over due, then why treat your clients like this?

Eventually, when you manage to get a proof and send to them, there is no apology for the delayed time and bad treatment, instead they will come up with another development- Oh i think moving forward, please indicate your invoice number or company name properly. Really??

As we get closer to 2017, let’s treat our customers with dignity, do not loose your customers because of your choice of words in demanding that due or overdue payment, before you disconnect any client’s service look at the payment history ,show empathy and be keen to know when you should expect payment.

Always have the right people in credit control offices who understand how important your clients are. This will improve your client relations for the future.

Happy Holidays and see you in 2017.

The writer is: Ayub Kato Customer service and Call centre Consultant.

Ayub Kato – driving Frontier Technologies Africa to the top

Ayub Kato spots a wide smile, chubby cheeks and a stout frame. “Ayub”, as he is fondly preferred to by close friends and associates, speaks with a soothing tone as he conducts a training session on customer service for hotel
and call center employees. Few things make Ayub happier than speaking to keen leaners, and sharing his skills with
others. His generosity stems from the fact that he too is a beneficiary of the goodwill of others
after his father passed on during his senior six vacation. Ayub’s fi rst job was as security guard at the Sheraton Hotel in Kampala. “After the death of my father in S6 vacation, the world came to an end for us as family. I decided to move in with friends in Kamwokya. A neighbor who worked at the Sheraton at the time asked if I wanted to be a casual laborer Ayub Kato – driving Frontier Technologies Africa to the top during Christmas. I obliged and that’s how my journey started,” Ayub says. Ayub saved up and got enrolled in the prestigious Makerere University where he pursued a bachelor’s degree in Hotel and Catering, Hospitality Administration/ Management completing in early 2003. Soon, he took on a second job; juggling one job as a cleaner of an offi ce, every morning in Kampala and then the night shift at the Sheraton, before going to school in the evenings. While at the Sheraton, Ayub was driven by the dream of being employed as a permanent staff. Ayub’s unwavering determination and dynamic personality saw him enroll and get additional qualifications from Kenya’s Utali College and the American Hospitality Academy.
While in the US, Ayub gained valuable experience between October 2003 and October 2010 as director of operations at the Residence Inn by Marriott Hilton Head Island SC, Assistant General Manager at the Hampton Inn BWI Airport in Baltimore, Regional Service Coach at Vista Host and General Manager Baywood Hotels. As managing director of Frontier Technologies and Services Africa, Ayubs goal now is to ensure that service delivery is improved not only in Uganda but in Africa. Ayub manages over 250 staff and consultants worldwide, coordinating projects in the USA, Togo, Ghana, Nigeria, Uganda, Senegal, Cote d’Ivoire, DRC, Sierra Leone, Kenya, South Sudan, Gambia, DRC, Malawi, China, Rwanda and Liberia. Frontier Technologies (FT) operates managed network services and call center services in the U.S., Africa, Asia, Eastern Europe, and Latin America. FT has experience in implementing over 280 technology projects, including agricultural projects in the last 20 years. The company also offers innovative IT solutions for
private industries along the agricultural value chain. Frontier Technologies provides end-to-end custom solutions utilizing innovative, cutting-edge, dynamic technologies to meet any business need, big or small. FT also provides Call Center Services that are designed to reduce in-house expenses, provide excellent customer service at all times, standardize your customer service across multiple channels and deliver excellent customer service through experienced quality care professionals. Frontier Technologies also provides Travel Visa Services. FT has provided quality visa support services for the past 7 years in Nigeria, Togo, Gambia, Liberia, Sierra Leone, Ghana, South Africa, Senegal, Guinea, Mauritania, Niger, Burkina Faso, and the U.S. FT’s expertise in establishing and managing contact centers and creating a global visa web presence enables it to deliver cost-effective solutions to help embassies and consulates drive tourism to their country and boost national revenue. FT is the local distributor for Cacamel IP Phone Company and Pasco Science Products. Pasco is a manufacturer of renowned modern tools and technology that are necessary for student success in science. No one combines innovative, easy to use products with world-class support like they do. Whether you need noise cancellation microphones, single and double piece earphones for call centers, tools for teaching science, Voice Over the Internet – IP phones, or Private automatic branch exchange (PABX) switch boards that simultaneously connect 300 users and 50 concurrent calls – Frontier Technologies and services is the place to go. Frontier Technologies and services also provides website Domain Name Hosting and Domain Name Service (DNS) as well providing detailed web statistics such as the number of hits, number of unique visitors, identity of visitors by country and other customizable. FT creates these cutting edge websites for as low as Shs 250,000