The Botswana Telecommunications Corporation (BTC) recently appointed local ICT solutions and services expert, Atio Corporation, and its Botswana-based partner JRK Investments, to implement a new contact centre to support its focus on customer retention and improved service.
The project, worth an estimated R1.2 million, will include an initial implementation of 25 seats and is anticipated to grow to 40 seats by year-end.
Due to the immense growth of the mobile industry, fixed-line operators such as BTC have realised that improved customer service and related customer relationship management programmes are essential for the longevity of its business. The telecoms giant selected Atio Corporation due to its vast contact centre experience in SA as well as in countries such as Namibia, Zambia, Botswana and Zimbabwe.
Phase one, the roll-out of 25 voice-enabled seats, is currently under way and will be followed by an additional 15 multimedia-enabled seats by year end. The latter will provide BTC with fax, voice and e-mail facilities.
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ATIO Corporation is a specialist ICT solutions and services company focusing on specific niche environments, including:
* Contact centres
* CRM
* Unified and mobile Communications
* Telephony
* Service quality assessment and revenue assurance in the GSM environment
ATIO has been nominated as one of the Top ICT Companies (Corporate Research Foundation) and Top 100 Technology companies (Business Day) in SA.
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