Frank Ilunga is one of Psitek’s Field Service Consultants. You may have spoken to him over the phone – now meet the man behind the voice. Here’s what Frank had to say…

"I form part of a great contact centre team. We are the second line of support, next to our distributors situated all over the globe. We provide support for all Psitek products - from the least cost routers… to supervised payphones … to Kazang.

Kazang is a branded solution we offer clients so that they can sell airtime and soon, electricity. With constant development of solutions, the contact centre (where I work), has taken to supporting Kazang, as well as the Psitek Management Centre and our supervised payphones. As the contact centre’s Technical Support agents, we offer our clients comprehensive Kazang support which includes GPRS trouble shooting, creation of new client profiles on the Content Ready platform and voucher PINs, among other things. Monitoring of clients’ bank deposits and customer training also form part of our extended service offering.

I’ve been part of the support team since October 2006 and have participated in the evolution and expansion of the product ever since. Fakhry, John, Nkuli and I work together to provide the best possible support to all Super Dealers. We are also assisted by Chantal, who helps us make sure that clients’ devices are in the correct groups, etc."

Check out the online trouble shooting guide in English or Xhosa.