Alteram Solutions' new call centre delivers for clients across Africa
While some businesses prefer to outsource their call centres, others prefer to keep their call centre operations in-house. A good call centre allows agents to have personalised interaction with every customer across multiple channels and contributes to improved productivity and profitability of the business.
As such, it is critical that call centre technology is not overlooked; that it is current, inviting and conducive to a work environment with maximum efficiency.
Alteram Solutions recently upgraded its call centre. "We absolutely love our new call centre as it is a symbol of new beginnings. It was designed with intent, from the furniture to the colours and the theme. Each element is a unique piece of the puzzle. Our signature platforms are relevant and designed with the end-user and customer in mind, to drive operational efficiencies and ultimately improve customer experience. The fact that we built the systems in-house allows for ease of customisation to meet our customers' requirements as we are consciously aware that each customer has a unique footprint," says Roseline Dubasi, head of business support and customer relationship management (CRM) solutions.
The upgraded call centre technology includes:
* An in-house CRM platform, fully integrated with the company's omnichannel;
* Geographical information system (GIS) platform;
* Business intelligence (BI) platform;
* The delivery of professional customer interactions;
* Helping clients retain, recapture and expand the customer base;
* Growing the client's revenue through sales or debt collection;
* Gauge and report on employee and customer sentiment; and
* Analytics and BI.
Marguerite Smal, graphic designer at Alteram Solutions, was assigned to design the centre. The walls of the contact centre are painted with various Marvel and DC characters, which she single-handedly designed and painted. "The incredible new environment features superheroes, just like our staff," says Smal.
For more information on Alteram Solutions visit: http://www.alteram.co.za
Tel: (010) 900 4075