Kathea Communications offers full headset SLA solution

Kathea Communications has launched a fully encompassing headset support solution to its local customer base. The solution provides a complete service level agreement (SLA) that includes ongoing proactive support, maintenance and repairs to all its clients` headsets - a decision that has been welcomed and well received, especially in the call centre sector.

One of the primary goals of business leaders in large and small companies today is to ensure their company is focused on its core competencies. This drive to focus on competitive differentiators has led to the need to outsource certain areas of the operation.

"As such, our headset solution gives customers peace-of-mind that Kathea will undertake full maintenance of its headset products at all times," says Pete de Lange, technical services manager at Kathea Communications.

Companies purchasing a large quantity of headsets are often not aware that the warranty associated with the products only covers factory defects. Therefore, if damages to the product occur due to negligence or user abuse, the company will face additional costs for repairs. This in turn leads to a loss in time and productivity.

De Lange continues: "With the Kathea headset solution everything is covered. Anything from headset repairs, hygiene services, maintenance and the provision of backup headsets, should their products be sent in for repairs - ensuring no downtime for employees, which is of particular relevance for maintaining efficiency within the call centre environment."

Kathea Communications believes in developing a solution that is relevant for its customers and as a result has also introduced proactive monitoring management as part of the package. This facility includes supplying cabinets to hold all stock, a propriety software package that tracks the headsets sent in for repairs, monitoring which agent holds which headset and finally allows management to print a comprehensive range of reports of associated activity.

The company works closely with finance houses to deliver solutions that specifically adhere to their customers` needs. Customers are able to purchase headsets outright or finance the headsets through a financial rental agreement. The SLA is a value-added service that is included in and supports both these options. In addition, Kathea undertakes monthly feedback reports to clients around issues relating to repairs, hospital stock they currently hold, when the next headset service is coming up, etc, to ensure the client receives full value.

"Our solution is viewed as a mechanism whereby, through the continuous maintenance of headsets, we are able to extend the lifecycle of the given product. This ensures a more cost-effective solution, reducing the requirement for additional capital over the long-term," adds De Lange.

The Kathea Communications Headset Solution is structured to ensure that when customers purchase their headsets, the related services and management are included. "We do not expect customers to pay a separate cost for the solution. Our solution covers customers for a period of three years, or a term mutually negotiated, and ensures the use of the headset is fully maintained by Kathea for the full duration.

"Additionally, as we have witnessed such a demand for this type of solution offering, we have also created a tailor-made package for smaller call centre environments to ensure we are able to support them with maintenance at a reasonable cost," concludes De Lange.