To live up to the new realities and be able to compete, an NGO put out a tender to upgrade their Call Centre system
Problem
Call centres are deployed to facilitate the exchange and delivery of information between a client and a company speedily and effectively. Over the years, with the emergence of new technologies, call centres have evolved from being just a place for interaction between callers and call agents to what they are today - an ultimate customer service solution.
To live up to the new realities and be able to compete, an NGO put out a tender to upgrade their Call Centre system. With a team of 6 agents, the call centre was situated at their head offices and took incoming calls and requests for call-backs via a short message service (SMS) system.
Our Solution
The tailored solution was to build a call centre omni-channel solution. The technology offered the NGO the freedom to do the following:
- The ability for staff members to work remotely (due to COVID19)
- Respond to messages from social media platforms (e.g. Facebook Messenger and Twitter DMs)
- Link the call centre to a Customer Relationship Management (CRM) solution, to keep a history of callers and their calls.
- Develop custom reports to measure performance/efficiency of the contact centre
Benefits of the Solution
With the help of our IT support, the NGO was able to provide improved support services to customers regarding products and services offered by their company. The channel was also very helpful in promoting products and services on-demand, as well as a useful tool for marketing products, sending out discount coupons or vouchers, and inviting customers to engage in different trading activities.
To further improve the solution, we are working on version 2.0 of the software, which will include Telegram and WhatsApp features.