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[July 06, 2006]
Weco Systems Partner Cisco to Improve Contact Centre Solutions
(This Day (Nigeria) Via Thomson Dialog NewsEdge) In a bid to improve Contact Centre solutions in Nigeria, Weco Systems Group, one of the leading information technology firm in Nigeria has entered into partnership with Butcher & Suter, a Cisco advanced technology outfit to help alleviate the customer service challenges in banking, telecommunication and other corporate entities
Weco said it has made in roads in the country to sensitise the public and market about its competence in handling contact centre problems.
Uchenna Obidike, Chief Executive Producer of Weco System who spoke to THISDAY duriing a one day workshop on Contact Centre Solutions at Maco-polo Chinese Restaurant in Victoria Island, Lagos stated that "the whole essence of bringing together egg heads in contact centres in Nigeria was basically to educate our customers on the need for contact centre. We know a lot of them have been talking about it but they approach it wrongly and we believe that Butcher & Suter is the best as far as Cisco Internet protocol Contact Centre (IPCC) is concerned. They have vast experience that cuts across different types of industries-financial, servicing, banking, government and others.
"If banks and telecommunication companies have to operate on global environment, personal management is the key and that is why we are in this partnership", he added.
He noted "Many banks and other customers have put in a lot of telecom infrastruture but they use only 40 % doing data across that massive investment. It is all about showing them how to leverage an existing investment to build a contact solution through Cisco's well experienced expertees to Nigeria".
Today's business Obidike explained " is all about doing more with less and inorder to improve our shareholder's value, you must begin to work at the total cost of ownership reduction in terms of buying a new telecommunication infrastruture but we believe in terms infrastruture, the Cisco IPCC can run on top of those investment therebye helping to reduce cost. Cisco gives you a better integration both on CRM, PBS and others".
He explained that "the Contact Centre system will solve the problem of a typical retail service. Contact Centre is integrated with a Customer Relationship Management (CRM). The technology has a great reporting system which retrieves a lot from the data base. It is built in such a way that anybody within the bank can be configured to act as an agent. It also involves a supervisor who oversees everything. For instance, he said without asking who is calling, you can have the person's profile, detailed information on complaints and enquiries. If you have an issue, the system brings up your profile. Attitude can be monitored based on the defined processes in the bank."
Andreas Stuber, Chief Executive Officer of Bucher-Suter of Switzerland, who was also brought to bear his expertise in Contacvt centre solution , stated that the company's partnership with Weco System Group will bring cost effectiveness and virtualisation of its workforce, rejuvenating them to speed up reponse to the customers.
Stuber confirmed that "contact centre is all about increasing customers services in Nigeria and by this, customers will stay more loyal". The expert explained that "studies have confirmed that acquiring a new customer is six to seven times more expensive than keeping existing ones and the company's profit doubles when it is well done. Two-third of existing customers will not leave because a company's bad product or image" he added.
In a keynote address by the Managing Director of Cisco systems Nigeria, Maduka Emelife at the workshop, where he spoke on meeting the Customers Service Challenge, he encouraged Nigeria companies to invest in Customer Interaction centre solutions since it is one of the less stressful ways to increase profit in an organisation.
Emelife explained, "In any human interaction where there is exchange of money for goods and services, the recipient of the service usually has an expectation that the service they paid for be backed by some type of support. As such you can say that as far as when people started buying and selling goods and services, customer service has been a standard expectation".
He stated that even in a contemporary simple buy and sell exchanges, when trading is done directly between individuals, it is easy for buyer and seller to exchange expectations and support delivered directly on a one-on-one basis.
He said that due to several variations, every provider of product or service is conscious , and should be, of the customer service model which best meets their customers needs to give them confidence to keep buying the products. While there are a range of options to deliver customer service, the dominant option has been via telephones, because it has the best combination of personal attention to each customer, and the lowest cost of operations, said Emelife.
Cisco Solutions, he said are available to respond these customers service challenges by enabling the Customer contacts across multiple channels, giving common functionality overview, Automatic Call Distribution (ACD), Interactive voice response (IVR),
Predictive dialing, email and web support, workforce management and quality monitoring.
Nigerian companies, he disclosed stand to benefit a lot from the solution in self-service options, Virtualization of the contact centre, Intelligent network solutions, more collaborative interactions, Greater insight into customers behaviour, Flexible outsourcing options and Higher skilled agents.
Distributed by AllAfrica Global Media. (allafrica.com)
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