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Technobrain/training
Call Center Services
Overview
Insights
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Implementing Call Center for a Leading independent VoIP provider

The company was using open source free PBX for handling incoming and outgoing calls. They were unable to track how long customers were on hand for an agent, number of transfers and call drops before assistance.

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Contact Center Services for a Large Private Bank in East Africa

The company was using Cisco telephones for handling incoming and outgoing calls.There was an IVR which was not skill based routing, there were no robust reports and QA functionality. Lacked customer feedback mechanism & self service option. In case of a system downtime, the contact center solution had no BCP. Predictive dialing for outbound was unavailable. Voice recorder and screen recorder were essential for the banking sector.

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Contact Center Services for A Nigerian Financial Institution

The company had been using Avaya telephones in handling of incoming and outgoing calls. The set up only supported one level IVR with no ability for skill based routing, robust reports and QA functionality. There was no customer feedback mechanism as well as voice recorder which are essential for banking sectors.

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Process Re-engineering for a Kenyan Bank

The company contact center had been under-performing in terms of offering quality customer service and experience and despite internal e fforts to adjust the situation. The company having invested heavily in the right technology, environment and employee engagement required expert advice on handling the challenge.

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CONTACT

PO Box 57666-00200, Heritan House

Woodlands Road, Off Argwings Kodhek Road

Opposite DoD Headquarters

Nairobi

Tel: +254 738 770 186 / 734 770 187

Fax: +254 20 224 6186

info@technobraingroup.com