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Contact Centre Technology
Contact Centre Outsourcing
Customer Delight Survey
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      Our Services

    Contact Centre Technology

 

Customer Contact Solutions Nigeria (Limited) is pleased to be able to provide our customers with a complete offering in terms of the modern multi-media customer interaction centre and related peripherals. Speak to one
of our account managers for information and specifications on the state of the art:

·    Unified Customer Interaction Centres
·    Automatic Call Distribution systems (ACD’s) (Aspect Software EnsemblePro)
·    Interactive Voice Response Hardware and Software (IVR’s)
·    Voice Logging and Quality Assurance Hardware and Software (Loggers)
·    Voice over Internet Protocol (VoIP) Call Centres and broadband voice solutions
·    Call Centre Headsets, SIP phones, IP Phones, Cordless Headsets
·    Predictive Dialler Hardware and Software
·    Knowledge Management Software Applications (EGain)
·    Workforce Management Application Hardware and Software (Aspect E-Workforce Management)

    Contact Centre Outsourcing

 

We p rovide Business Process Outsourcing and Of f -Shoing as well as Out sourced Customer Interaction Centres via our exciting and innovative joint venture WITH Inter-Active Technologies (Pty) Ltd our South African partner.

We are currently in the process of securing a new technology platform which will become our state of the art Digital Delivery Hub, capable of d elivering multiple interaction media from a single site. This Customer Interaction centre is set to be operational by early April 2006 with a projected 100 seat capacity!

Some of our Revolutionary Offerings

  • Customer Contact Centre Technology Infrastructure
  • Unified Customer Interaction hard ware and software platform or ACD (Automatic Call Distributor)
  • Interactive Voice Response (IVR) platform for Inbound call automation
  • Predictive Dialler ( PD) platform for Outbound Call automation
  • Digital Voice Logger (DVL ) platform for Quality Management and call security and audit
  • Workforce Management (WFM ) platform for management of staffing forecasts,schedules and tracking
  • Computer Telephony Integration (CTI) platform for effective integration and management of related application programmable interfaces to customer driven back office and related proprietary technical environments
  • Multi-Media Management (MM M ) platform for management of multi-channel communication delivery such as e-mail, fax and web chat
  • Knowledge Management (KM) platform for data mining, case based reasoning and reference repositories
  • Document Imaging and Workflow (DI&WF) platform for single point of reference and customer document access
  • Workflow application management and process audit tools
  • Mobile device application design and hosting
  • Database design and management
  • Application d evelopment
  • Customer Contact Centre Staffing Solutions
  • Specific assessment, recruitment and deployment strategy
  • Human Resources (HR) v ehicle for effective management of staffing in keeping with Labour Relations
  • Act (LR A ) legislation and HR management
  • Multi-skilled Specialist or Generalist Customer Service Representatives (C S R's)
  • Tested Competency Frame work for key role definition of management, supervisors, coaches/team leaders and CSR ' s
  • Induction, Training and coaching frame work for increased competency delivery with minimal t ime to deployment

    Customer Delight Survey / Interaction Management Services

 

Inbound Call Management which may include:

· Customer service or helpdesk, Customer query desk

· Billing information enquiries

· Technical support enquiries

· Directory enquiry services

· Financial advice and support services

· Legal advice and support services

· Product information and service offering  support line

· Outbound Call Management which may include:

· Tele- marketing

· Online sales

· Customer satisfaction indexes

· Customer retention drives

· Quality evaluation initiatives

· Bench marking studies

· Market research

· Debt collection

· Customer information initiatives

· Customer service follows up initiatives

· Customers egmentation analyses

 

 

 

Customer Contact Solutions Nigeria Ltd, 2007. All Rights Reserved