Melita Business: Redefining telecoms support with proactive care

In today’s connected world, customer experience is a defining factor for success – especially in industries like telecoms, where businesses depend on seamless connectivity for their operations. It goes beyond troubleshooting; it’s offering guidance, reassurance, and solutions when they matter most.

By delivering exceptional support, businesses create positive experiences that resonate with customers, leaving a lasting impression of care, reliability, and commitment. This ethos has always been at the forefront of Melita’s operations. Senior Manager of the B2B Customer Experience & Service Desk Clifton Chetcuti knows this better than most.

“For Melita Business, the creation of our dedicated Business Support Team has been a game-changer,” says Mr Chetcuti, “enabling us to provide unmatched service and reliability.”

Reflecting on the progress the company has made, there are several achievements that set Melita apart as leaders in customer experience. In 2022, Melita was runner-up for the prestigious Gold Award for Customer Service Excellence in the Customer Service Excellence category at the Malta Business Awards. This year, Melita took the prize home, the first telecoms company in Malta to do so.

Resolving challenges with commitment

“Every business faces challenges, but what sets us apart is how we respond. At Melita Business we view every issue as an opportunity to demonstrate our expertise and commitment,” Mr Chetcuti emphasises. “Our team is dedicated to understanding the root cause, finding the best solution, and minimising disruption for our customers. This proactive approach is key,” he adds.

The results are evident. Looking at feedback from Melita’s business customers, Melita now boasts a Customer Satisfaction score of 9.5 out of 10 and a Net Promoter Score (NPS) of 70, well above the international telecoms industry average of 31.

NPS is a widely used benchmark which tracks how likely customers are to recommend a service; these scores are a direct indication of trust and confidence clients have in Melita Business.

Fast, efficient, and reliable service

Connectivity is the backbone of every business, today. And time is critical. So, when issues crop up, Melita Business steps in fast.

Recent data published by the Malta Communications Authority (MCA), highlights Melita’s positive performance in customer service. This data shows that 88% of all calls to Melita’s customer care are answered within just two minutes – a benchmark no other telecoms operator in Malta achieves. Moreover, 96% of calls are answered within five minutes, and on working days, emails are replied to within an average of four hours, offering customers peace of mind with rapid responses and quick solutions.

“Behind the scenes, Melita Business has refined its internal processes to improve efficiency without compromising quality,” says Mr Chetcuti, “allowing us to resolve issues faster and communicate more clearly earning the trust of even the most demanding customers.”

Proactive solutions for a better network

Great support is not just about reacting to issues; it’s about preventing them. By identifying and addressing potential disruptions before they occur, we ensure our customers can focus on their goals without unnecessary interruptions. We are continuously investing in our network infrastructure, reducing service issues and enabling faster resolutions.

A proactive approach also means recognising the crucial role system integrators play in the B2B environment. “We maintain regular communication with them, acknowledging the value they bring to delivering seamless experiences to our mutual customers. There is clear potential to enable and empower them further, aligning efforts to drive even better outcomes,” Mr Chetcuti says. 

When customers reach out to Melita, they can expect excellent service, grounded in proactive solutions.

A team that makes the future bright

While they take the time to acknowledge and celebrate how far they’ve come, the team at Melita Business is far from the type to stand on their laurels. The journey is far from over, and the commitment to continuous improvement remains strong.

Mr Chetcuti says the company is constantly exploring new ways to enhance the customer experience and staying at the forefront of innovation.

“We’re actively exploring several initiatives aimed at pushing the customer experience forward,” says Mr Chetcuti. “At the moment, we’re looking into AI and automation to improve ticket handling and predict potential issues before they affect our clients. We’re also expanding self-service capabilities through our business portal to give customers more flexibility and real-time control over their services,” he asserts

And none of this is possible without the dedicated team.

“The Business Support Team is more than just a service department,” says Mr Chetcuti “it’s a partner in success, empowering businesses to thrive in an ever-evolving landscape. Their hard work, commitment to excellence, and passion for solving problems efficiently are the driving forces behind our success. Melita Business is proud to have such a talented and motivated team, making a real impact every day.”

If you’re looking for the same level of reliability, fast responses, and proactive support that has helped countless businesses thrive, visit Melita Business or reach out at sales@melitabusiness.com