Mauritius Telecom (MT) has commissioned National Data Systems (NDS), one of South Africa`s leading call centre solution providers and systems integrator, to implement a call centre that not only provides a world class telecommunications service for the island, but also enhances MT`s presence as being the primary delivery channel for communications in Mauritius.
This just completed installation is the first international call centre deal that NDS, a member of the JSE-listed Fintech group of companies, has clinched.
MT`s primary objective was for a call centre with a `one-stop shop` capability which would provide them with leading edge technology, improved productivity and telephone on demand. It was also MT`s aim to increase operating speeds as well as to prepare the organisation for regional expansion and eventual privatisation.
Systems analyst at NDS, Tracey Dunlop, says a prerequisite to obtaining the strategic deal was the guarantee that NDS could easily tailor the new system to MT`s existing infrastructure. "This included our ability to integrate fully into their legacy systems which contained all their billing information, directory inquiries and fault reporting," she said. " Often, with the implementation of new technologies, we experience stumbling blocks in the form of resistance to change. However, on Mauritius, telecom employees were so keen to tailor existing campaigns and tailor new ones, that our hand-over process was remarkably smooth."
Dunlop said the new system on the island was "up and running" within six weeks from date of order. NDS was also responsible for the training of all MT staff involved with the new call centre.
IT manager for Mauritius Telecom, Iswarduth Sewpal, says the decision to implement the NDS technology was simple. "It was imperative for us to anticipate and meet the expectations of our customers and fulfill our social and economic responsibilities. This centre will enable us to do just that by providing high quality telecommunications and information technology products and services to business, education and residential users," he said.
"Through the implementation of this call centre we aim to project MT as a highly credible, professional and customer orientated organisation, offering quality information and assistance not only to our own population, but also to the many thousands of tourists who visit our island annually."
Sewpal said MT also planned to offer teleservices such as telemarketing to the local business community. This would generate revenue to support operations and contribute to group turnover and profits.
"We believe that through the implementation of the NDS Encompass (Versatility) range of customer interaction solutions, we will be able to meet not only our business objectives, but also our stringent management objectives. It is important for us to not only be able to measure customer query performance on-line, but to also measure the performance of our agents and agent groups as well as products, services and campaigns that we initiate. Being on-line will result in immediate action and quick results."
Sewpal said MT also aimed to make the call centre a Customer Interaction Centre whereby all activities that were communicated through the centre, such as phone, fax and e-mail, could all be recorded as history items and could be recalled at any time.
The call centre, which currently has 45 agents and will soon expand to 65, is to operate as an independent business unit responsible for cost and margin recovery and profit objectives. It is also destined to be the primary channel for providing a quality service that is efficient, reliable and effective.
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