The One-on-One Call Centre Solution, a division of Pin-Point, has been launched in Johannesburg. The centre incorporates computer telephony integration, customer interaction solutions and knowledge management systems.
As part of the venture, Pin-Point will partner with Quintus International, an international call centre solutions provider, and ServiceWare, an international knowledge management technology provider.
Quintus will provide the experience it has gained from competing in the US and European call centre markets, while ServiceWare will use its Knowledge-Pak range of programs to ensure the call centres have a sound knowledge-base to work from.
Markus Wachsmuth, MD of ServiceWare, says that although the call centre operator will be able to provide solutions to clients via the telephone, the Web search functionality the company provides will enable clients to search for minor solutions themselves.
He explains that this will enable call centres to save on staffing costs as well as the client`s time by ensuring they do not have to wait in an electronic line until the call is fielded.
Mark Payne, VP of International Operations at Quintus, identifies Australasia and SA as peripheral markets in the call centre arena. "US companies try to get into the 150-seater market in Europe, which only constitutes approximately 2.7% of all European call centres. The majority of European call centres (87%) falls into the 1- to 40-seater market."
He adds that the SA market will be modelled on the Euro-centric call centre approach of smaller call centres.
Paul Blakey, group chairman of Pin-Point, notes: "Call centres are business solutions providers in themselves. Call centres will therefore compliment Pin-Point`s philosophy of being a business solutions provider."
Share
Editorial contacts