Call Center Nucleus, MB Worksoft`s call centre outsourcing unit, has been awarded a multimillion-rand contract to provide an outsourced call centre service to Absa Bank in support of its free Internet offering.
Call Center Nucleus is a unit of MB Worksoft`s e-Business Infrastructure division.
"Response to Absa`s free Internet service, launched two months ago, has been overwhelming, and has far exceeded Absa`s initial expectations," says the call centre unit`s MD, John Poulton.
"Consequently, Absa decided to outsource its call centre support service to ensure consistently high levels of service to users."
Poulton says the technology comprises a comprehensive range of contact centre applications, including the Alcatel 4400 Communications platform, Cincom Encompass CRM, Mercom Voice Logger and InVision Staff Planning System.
The 35-seat call centre is operational 24-hours-a-day, 365-days-a-year.
"We guide callers through the installation and set-up process of the Internet software and assist them with any troubleshooting they require," says Poulton. "Agents selected to operate the call centre boast strong Internet skills and have undergone intensive customer service training to ensure the highest quality of service to callers."
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