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Contact Centre & Service Desk

Contact Centre: The call centre’s main purpose is to retain customers in order to maximize and protect the organisations greatest asset – It’s customers.  How well you communicate is an important differentiator amongst your competitors.  Today’s consumers have access to products and services from a seemingly endless number of vendors. It is more important than ever for businesses to focus on the customer experience as a way that attracts customers and prevent churn. There is a strong correlation between customer satisfaction and customer loyalty, yet focusing on customer satisfaction is no longer enough.

The key to creating customer loyalty is the delivery of an effortless customer experience during the customer journey.  Today’s consumers are more up to date with the latest technologies, they have become more informed, better equipped, thus pursuing multi-channel options, dictating how they want to interact with your organisation. Being able to have a single conversation regardless of their channel of choice.  Offering a seamless experience across multiple touch points can build a significant competitive advantage by offering a personalised experience that aligns with your customers’ expectations.  We offer various solutions and services that will improve workforce quality and efficiency, providing multi-channel interactions to your customers, driving better customer experience.

We provide the necessary elements that would best suite your requirements:

  • Contact Centre Modernisation
  • Campaign Management
  • Multi Channel Interactions
  • Business Intelligence
  • Self service
  • Pro-active customer Communication
  • Workforce optimization
  • Enterprise workload Management

Service Desk: provides clients with a central point of contact to report and manage incidents and requests related to business application and the provisioning of IT services. We always strive to quickly restore services to your end-users keeping them productive. This allows for your IT staff to focus on strategic initiatives. Our agents can support both custom business applications and standard hardware, software, and connectivity issues.

Our people, processes and technology give you the information to identify trends and anticipate training needs, increase responsiveness to your internal (or external) customers, and ultimately help you secure the reputation of providing quality service to your business users.
All services are customizable to meet the technical support requirements of your organization –and after hours support.

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