Christopher Bell, the Africa Channel Manager for software provider Interactive Alliance has stated that Nigeria, as well as other countries in Africa are in need of a Call Centre Association, in order to improve the standard of its call centres and create a better customer experience.
Rod Jones, a contact centre consultant added that “call centres are helping African governments to provide efficient and
effective services to citizens” and have been evolving with the use of SMS, email and social media.
Call Centre Associations have already been implemented in Zambia and Zimbabwe, and the seminars held there have received a good response with several governments interested in the possibilities that it may give them.
“We’ve seen tremendous growth in the industry in the wake of the seminars”,
Bell said. “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.”
It has only been in recent years that Nigeria has begun to set up centred across the countru, helping it to improve it often ridiculed levels of customer service.
Mbeula Luwawu, Managing Director of Odilum Technologies Limited said: “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 believes that in the future Nigeria will be able to steal the call centre market away from India. Interactive Intelligence is a global provider of software and services boasting over 6,000 customers world wide.They have received the Frost & Sullivan Company of the Year award for 5 consecutive years, and have featured as one of Software Magazine’s Top 500 Global Software and Service Providers.
