CASE STUDY IMPLEMENTING BOM MODEL OF CONTACT CENTER SOLUTION IMPLEMENTING BOM MODEL OF CONTACT CENTER SOLUTION CASE STUDY CUSTOMER PROFILE Customer Guaranty Trust Bank plc is foremost The company is foremost a Nigerian financial institution with vast business outlays Nigerian financial institution which has spanning Anglophone/Francophone, West Africa, East Africa and the United been in Kenya since 2012 after acquiring Kingdom. In 2013, it acquired Fina Bank Group which had been in operation in Kenya Fina Bank Group. for over 25 years with subsidiaries in Rwanda and Uganda. In 2015 the bank launched Kenya’s First Platinum MasterCard. Industry Private (Banking) BUSINESS SITUATION Business Situation Avaya telephones were used which The company had been using Avaya telephones in handling of incoming and outgoing served the purpose but did not give calls. The set up only supporteded one level IVR with no ability for skill based routing, features of a contact centre which was robust reports and QA functionality. There was no customer feedback mechanism as the market standards. well as voice recorder which are essential for banking sectors. Solution The company approached Techno Brain to offer a solution that manages expectations, Techno Brain BPO / ITES implemented a garnering efficiency, and minimizing the costs incurred. The solution would organize, solution that organizes, automates, and automate, and synchronize business processes leading to proper management of synchronizes business processes leading customer interactions; this in turn would help building relationships with customers to proper management of customer and spurt business growth. interactions. SOLUTION Benefits • Customized contact centre solution The company is now using Ameyo Center solution to provide premier customer • Extensive feature for inbound and services to its branch, card, loans and other customers. The Ameyo call center solution outbound calls at the company started with a setup comprised of the following; ACD intergration with • Robust reporting and QA structure existing customer profile database to enable rules and skill-based call handling; a • Voice recorder provides quality screen popup application displaying customer profile with all relevant information to assurance and measurement, conflict the call handling agent. A Soft Phone telephone software was installed on each agent resolution, call tracking, training and workstation to receive and make calls, voice recording solution. A comprehensive coaching of agents reporting package to provide detailed and summarized reports on all aspects of the call center and IVR facility with the capacity to serve all incoming trunk lines. All live agent calls routed to the contact center, where call center agents are equipped to handle all queries. BENEFITS: • Customer Delight with more interactive features • A call center service that is always available, even in eventualities of rellocation • Customers can access a wide range of information about account, products and services on 24 hour basis; IVR facility for all incoming trunks ensures that all simultaneous callers get the IVR option CASE STUDY • Identification of subscriber, assigning priorities, skill selection and call routing as a result of call distribution & routing rules. This facilitates faster call processing reducing caller wait time in the que • Voice recorder provides quality assurance and measurement, conflict resolution, call tracking, training and coaching of agents • 24/7 operations, with instant resolution to the customers complaints, etc • Instant customer feedback on the services • All telephone functions are on screen through soft phone eliminating the need to have a seperate telephone enhancing efficiency, productivity and minimizing movement Copyright © 2015 Techno Brain. All rights reserved. www.Techno Brainbpo.com GEO REDUNDANCY GEO DISTRIBUTION B P O/ OF IT ES ICES F E E IT RV R S S E IN ED G B L S A N E IT Lusaka, Zambia C A S L E L R C V E D S Dar Es Salaam, Tanzania I N E E C T C E R I E S A V R H R S E Nairobi, Kenya S Kigali, Rwanda Lilongwe, Malawi Accra, Ghana Kampala, Uganda E D C I I G F S I F E T O S A IC E L K R C V V M R E A E IC B S E D S IA S K N E S OW LE DGE P R OC MANAGE ME NT BPO PRESENCE Nairobi, Kenya Kigali, Rwanda Kampala, Uganda Lilongwe, Malawi Tel: +254 738 770 186 / 734 770 187 Tel: +250 255 121 299 Tel: +256 41 4341767 Tel: +265 1 750395 Accra, Ghana Dar Es Salaam, Tanzania Lusaka, Zambia Tel: +233 302 235555 Tel: +255 22 2602624 / 2602628 Tel: +260 211 293506 / 8 P.OP.. OB.o Bxo 510-00100,x 510-00100, 2 n d Fl o o r2, ndH Flooeritarn, Heritan House HHouse,ouse, WWoooodlandsdlands R Rdd,, O Opp.pp. D DoDoD HQ,, Hurlingham. Hurlingham. 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