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Call centres urged to form association

22 July 2014, 15:41

Lagos - A communications expert has called for the creation of a call centre association for Nigeria to promote a standard for such centres.

Christopher Bell, Interactive Intelligence's Channel Manager for Africa, called on local firms to emulate other African countries particularly South Africa.

"We've already seen that in South Africa. The most effective aspect of the government is our Revenue Service.

They have built and operate a true world class call centre and it has been responsible for tremendous improvements in revenue collection by the government," he said during a workshop in Lagos.

Bell exclaimed that masterclasses held in various parts of Africa, especially in Kenya, South Africa, Zimbabwe and Zambia, were conducting dialogues that are being stimulated and more organisations, including government, are developing interests in the diverse possibilities of setting up call centres.

"We've seen tremendous growth in the industry in the wake of the seminars. If you keep the momentum going by stimulating dialogue, you make people aware.

We exposed some of the participants for the first time to what a call centre is all about," he said.

The United States-based Interactive Intelligence Group is a global provider of contact center, unified communications, and business process automation software and services designed to improve the customer experience.

Meanwhile, organisations in Nigeria such as telecoms companies and financial institutions, are quickly adopting call centres, according toMbuela Luwawu, Managing Director of Odilum Technologies Limited, an Interactive Intelligence partner in Nigeria.

"Five years ago, no bank had a contact centre but since 2009, you can pick up your phone, call your contact centre and speak to your customer service officer directly. The adoption has been quite positive."

He also stated that Nigeria had the ability to take market share away from India and predicted there would be lots of contact centre outsourcing for Nigeria from Europe and America.

- CAJ News

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