ITM CX
Customer-centric approach defines everything we do at ITM CX. We act as your trusted partner to resolve challenges and ensure seamless, positive experiences for every interaction.
Founded as part of ITM Holding, a diversified Pan-African conglomerate, ITM CX has evolved from ITM Africa's training division to become a specialized customer experience leader operating across 18 African countries. With over 70+ trained agents and 24/7 operational coverage from our Rwanda-based central hub, we combine local expertise with advanced technology to transform every customer interaction into an opportunity for growth.
ITM CX is an African customer experience solutions provider, serving as the first point of contact between businesses and their clients. Our mission is to deliver seamless interactions, enhance customer satisfaction, and build brand loyalty through professional, efficient, and tailored support designed for the African market.
WHY PARTENERS WITH US
Partnering with us gives you the best of both worlds: high-quality onshore service standards delivered with the cost efficiency of offshore operations.
African countries Served
Trained Agents
Operation Coverage
INSIDE ITM CX
Kigali, Rwanda
Our Kigali hub is the heart of ITM CX operations, where multilingual agents manage voice, email, and chat interactions for clients across the continent.
Learning & Development
Every agent follows a rigorous onboarding and continuous coaching program focused on soft skills, sales techniques, and product knowledge.
Quality Assurance
Our quality analysts listen to calls, review interactions, and coach agents to ensure every customer experience is consistent with your brand promise.
OUR LEADERSHIP
Head of Customer Experience
Kigali, Rwanda
Aline brings over 10 years of experience in contact center management across East Africa, leading teams that handle high-volume, multilingual customer interactions.
Operations Manager
Accra, Ghana
Samuel oversees day-to-day operations and service delivery, ensuring SLAs are met and performance dashboards translate into concrete business outcomes.
Training & Quality Lead
Dakar, Senegal
Fatou designs training journeys and quality frameworks that equip agents to represent brands with empathy, cultural intelligence, and commercial focus.
Technology & Integration Lead
Nairobi, Kenya
Brian manages the omnichannel platforms, reporting tools, and integrations that power seamless 24/7 customer journeys for ITM CX clients.
Client Success Manager
Johannesburg, South Africa
Chantal works closely with clients to translate their strategic priorities into operational roadmaps and measurable KPIs across ITM CX teams.
Workforce & Planning Specialist
Addis Ababa, Ethiopia
David is responsible for workforce management, forecasting call volumes, and optimizing schedules to align capacity with demand across time zones.
QUARTERLY PERFORMANCE
Customer Service Agent
Team Lead
Sales Specialist
Quality Analyst
QUESTIONS
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