People, Voices and Innovation
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Call Center solution

Our call centre solution delivers a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty.
It enables you to handle all types of interactions more efficiently by helping to ensure that the right resources are readily available to your target audience. With our routing and resource selection features.

Benefits

The success of ois based on a depth of experience and expertise distinctive in the industry, which includes several high-level industry partners from Microsoft, Oracle, Cisco, and HP. We provide all aspects of Internet Solutions, Network Solutions, and Business Solutions.

What we do

  • Our call centre solution delivers a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty.
     
  • It enables you to handle all types of interactions more efficiently by helping to ensure that the right resources are readily available to your target audience (the victims). With intelligent routing and resource selection features, you can determine if a caller should be served by the least busy agent, the first available agent, or the agent with skills that best match the caller’s needs.

What we provide

  • The deployment of the Contact Centre will be channeled to accommodate 50 Agents to handle emergency calls [24/7 service, 12 Hour Shift, 2 Shifts per day at 25 officers per Shift plus 25 Agents for Off Duty Schedule].
     
  • Moreover, an interactive CRM application and dedicated VSAT and E1 Line will be setup alongside with Systems Integration, Operations Support and Maintenance.

What you will get

Product Features Benefits
Auto-Attendance &IVR functionality                                                   Allows you to automate the welcome message and route calls to different queues via voice prompts, thereby creating  a customer friendly                 
Admin Interface Web based report screens allows for easy click and view reports of the call centre and victims data
Call Detail Records Track all outgoing calls and keeps operating cost low
Agents Ready, preview or predictive dialer Automatic dialing of victims from database for victim’s survey in 3 different modes.
Web based agent interface Allows for easy victims data capturing
Voice recording Conveniently listen into live and recorded calls to control quality of interactions
Inbound ACD-GUI tool For easy system set-up or changes

 

  • The call centre agents are given web-based interface that allows them capture customer data while calls are being and log on or off system while at work. Instances for log on or off includes break, training. Allows for scrips to be implemented that guide agent’s interaction with victims and prompt for the right information to be captured.
     
  • A soft phone interface with standard telephone features such as call hold, call transfer, mute, call history, call forward will be provided alongside USB headsets for agents, supervisors and quality management analysts.
     
  • The solution records agents calls, create scoring questionnaire to enable monitoring, tracking and optimization of agents performance through the web based reporting interface
     
  • The web based reporting allows for pulling all customer information stored in the data base and profiling based on pre-defined criteria.
     
  • All call centre agents will undergo a week training on Telephone ethics
     
  • Agents to be fluent in Hausa and the Fulani local language
     
  • All first time callers shall be given an incentive of a calling card
     
  • Agents shall be organized in clusters, each cluster to be responsible for calls from affected designated state
     
  • Telephone number of every incoming call shall  be logged for future identification
     
  • Bulk short message service (SMS) shall be deployed in Hausa to sensitize citizens in designated states of the existence of the call centre.

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