Digicel has announced a significant  partnership with the Nationwide Microbank which will see PNG’s leading telecommunications provider extended its best and professional Customer Care and Call Centre services to Microbank customers throughout the country.

The partnership with Digicel and the Nationwide Microbank has solidified through the outsourcing of the Microbank call centre which was launched on Friday (2 Dec). The call centre is set to provide on call assistance to all Microbank customers from 7am to 6pm for weekdays and from 8am to 5pm for Saturdays, Sundays and Public Holidays.

Digicel, who introduced PNG’s first 24-hour Customer Care service in 2007, will be providing experienced employees and its state-of-the-art call centre facilities to assist the Microbank customers on a 7/365 basis.

Tony Westaway, Managing Director Nationwide Microbank Limited said; “The opening of this Call Centre further cements our relationship with Digicel. Not only is Digicel providing improved connectivity to a number of our branches and hosting our Mobile Money platform but it is now also managing our Call Centre environment. Nationwide Microbank’s mission is to ‘bank the unbanked’.

This is a large untapped market which finds difficulty in obtaining access to financial services. However, through innovation and mobile phone technology we at Nationwide Microbank are now able to extend our outreach across the nation. Both existing and new customers availing of the MiCash Mobile Wallet will now be able to obtain customer support by simply dialing 16789. I thank my team at Nationwide Microbank and the team at Digicel, for making financial inclusion for the grassroots become a reality.”

A total of five trained customer care agents with one supervisor have been assembled for the call centre. All agents have gone through product training and with the existing customer care agent training; agents are well equipped with customer service of quality standards to provide the best on call service for every callers.  

Speaking during the launch, Digicel Operations Director, Lorna McPherson said; “Digicel transformed the Customer Care experience in PNG and have set the standards in the country with a 24-hour free customer care hotline and a commitment to providing quality service since our launch back in 2007.

We have this year extended our experience and technology as an out sourced solution to our partners which are Airlines PNG, Post PNG and now the Nationwide Microbank. The outsourcing of the call centre has further strengthened and enhanced our partnership with the Nationwide Microbank.”

To utilize this service, Microbank customers can simply dial the customer-care toll free number 16789 on their Digicel phone for direct assistance regarding their Microbank queries. The menu options for assistance are 1 for MICash, 2 for Vehicle Loans and 3 for other products. Microbank intends to extend to more product support as they grow.

ENDS