ContinuitySA has launched a new Contact Centre Division as a supplementary service, offering South African businesses the opportunity to easily expand their contact centre operations either in a business continuity emergency or on an as-required basis.
To date, the company has launched two fully functional and serviced contact centres nationwide.
"South Africa is experiencing a tremendous growth in contact centre seats in almost every industry," says Anthony Askew, business development manager at ContinuitySA.
"Companies are hard pressed to continually expand their facilities to meet this growing demand and often look for external facilities to host agents for a limited time. The Contact Centre Division at ContinuitySA is designed to fill the shortfall with ready-to-use, state-of-the art facilities.
"In our normal disaster recovery business, we have had many customers asking to use their offsite disaster recovery contact centres for special projects or to house additional staff while their production facilities are expanded or upgraded. While we always try to meet our customers' needs, we are contractually bound to use the contact centre for disaster recovery purposes only. This conundrum has now been solved. We can now offer a wide array of disaster recovery and production contact centre seat solutions as clients can have normal operational seats at our site together with their DR solution."
Any company needing additional contact centre seats, for any reason, can approach ContinuitySA and move in immediately. The company offers a full contact centre service and place for any number of agents, from as little as one to a maximum of 370 seats.
The ContinuitySA Contact Centre is located alongside the company's disaster recovery sites, meaning the prerequisites for any world-class business continuity site - backup power and dual telecoms exchange feeds, for example - are already installed. The 2 500 square-metre, 130-seat Bellville, Cape Town site and the 11 000 square-metre, 240-seat Midrand, Johannesburg site are purpose-built with additional pause areas, support offices and meeting rooms. The centre is customisable according to the client's technical and infrastructural requirements.
To ensure all technical aspects of the contact centre function at maximum capacity at all times, full technical support is immediately at hand. Additionally, both sites are situated close to shopping centres, taxi ranks and bus routes, making them very accessible for agents and supervisory staff.
ContinuitySA's contact centre offers the following generic infrastructure per seat:
* Contact centre desks and chairs in an open-plan environment, each with a P4 workstation, 17-inch or 19-inch LCD monitor, keyboard and mouse with Microsoft Windows XP SP2
* A variety of PABX technologies
* Voice recorded telephones and headsets
* Predictive dialler (if required)
* Printing and faxing facilities
* Any connectivity requirements customers may have
* Power, air-conditioning, partitioning, insurance, UPS, generators and data reticulation
* Access control and security services
* Separate quality assurance and training centre
* Excellent pause areas
"Whether it's a special project that needs a few more active agents or a short period of time during which an existing contact centre is being renovated and staff need to be relocated, businesses can easily and cost-effectively make use of the ContinuitySA Contact Centre," concludes Askew. "The full infrastructure is already in place and can be activated by a phone call. In addition, with our overseas partner AvantiCall, we are also able to offer a fully fledged contact centre solution."
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