The objectives of the call centre is to provide 24 hours outstanding customer service, a first of its kind in the Electronic Payment industry of Nigeria. This will have a positive impact on the products and services of Global Accelerex. It is arguably the most potent medium for staying in touch with customers, gathering insights about their needs and building a relationship that will culminate into continuous customer loyalty, incremental revenue and competitiveness at our company.
In line with these objectives, the Global Accelerex contact centre has morphed from being just a department which handles support calls and email monitoring into a well-organized unit, that builds customer confidence through outstanding customer service experience. We complement the activities of other departments, through the timely escalation of issues.
How has the hotline performed?
Like a colossus, the 0700ACCELEREX hotline is spreading into homes, offices and various business place of our merchants. During the first quarter, the help-line recorded seven hundred and sixteen (716) offered calls. (See table below)
What has the outbound campaign yielded?
The threat posed by terminal inactivity is a collective war that must be fought and won. The contact centre’s outbound campaign has significantly impacted terminal activity, as more inactive terminals keep on being converted. We are getting there soon.
From a total of 2,383 inactive merchants contacted, 2,107 were successfully connected with 88% conversion rate achieved. Our aim is to reach 100%, and we surely will.
What has changed?
The activities of the call centre are now presented in power point on weekly, monthly and quarterly basis. This has helped the organization keep track and measure progress.
- We have moved from the days of desk phones to state-of-the-art facilities and technologies, which enable seamless reception of inbound and outbound calls; live call monitoring and quality assurance.
- The contact centre now boasts of a professional call script for inbound and outbound calls to merchants. This allows for uniformity in live call engagement.
We are just starting
The feat achieved during the first quarter of the year is a pointer to better days ahead. The contact centre will not rest on its oars in giving outstanding customer service experience to our esteemed customers. We believe that the solution to customer queries must be treated with urgency. This is in line with the company’s goal of ensuring that every customer has the best experience.