Melita names new Head of Customer Experience

Graziella Costa has been named the new Head of Customer Experience at Melita Ltd to help the telco improve its recognition among existing and potential customers, according to a press statement sent to Business Malta. Ms Costa is transferring internally from her Head of Projects position.

Melita says that in the past three and half years it went through a “transitionary period”, during which it invested “heavily” in new processes, as well as training, to improve customer experience. Independent research reveals that customer satisfaction ratings at Melita have increased to an average of 8.9 out of 10, Melita says.

“In recent years there have been a lot of changes at Melita. During this time, I’ve been privileged to work across a number of departments, including sales, finance and human resources, before focussing on process improvement,” Ms Costa said.

“As the way people interact with Melita continues to change dramatically, particularly with the growth of digital channels, we have worked hard to improve our customers’ experience. I’m determined, together with my excellent team, to continue to deliver further improvements across all channels,” she added.

“There are few people who know Melita, and our customers, as well as Graziella,” said Melita CEO Harald Rösch.

“Having played a crucial role in helping us to significantly improve our customer experience in recent years, I am confident that, together with her team, she is best placed to deliver further improvements which meet, and exceed, our customers’ expectations,” the CEO added.

Digital channels are of increasing preference for customers contacting the company, Melita says. Recently Melita observed a 60% rise in customers opting for digital channels, such as the telco’s in-built chat or social media messaging.