The Client is an NGO and wanted to set up a call center as a BPO to serve multiple Organizations in Ghana. The profit from this call center would then be utilized for NGO activities. It currently implements 34 Area Development Programmers (ADPs) in all the 10 administrative regions in Ghana, three institutional and six special projects which directly benefit about two million people through health and nutrition, education, food security, water and sanitation, gender and development, micro-enterprise development and Christian Commitments programs.
Challenge
- Provide a Contact Center solution to manage service processes for client
- Scalable telephony system integration to manage multiple processes such as Answer, Call Transfer, Call Hold, Outbound and Automatic call dial-in
Solution
- CRMIT’s CRM++ Asterisk telephony system integration for automating call operations
- Agent level security for data restriction to avoid cross-organization/contact record views
- E-Mail and chat channel automation with queues and SLAs setup for the individual Organizations
Benefits
- Increase in Agent effectiveness and First resolution time
- Configurable solution for managing diverse business process for various clients
- Complete Call center activities were outsourced and managed by qualified and professional call center agents which increased the Companies CSAT index
