Leading Outsourcing
Call Center
Allow me to introduce to you Africa 118 contact center, one of the leading outsourcing contact center in terms of infrastructure setup and providing digital marketing solutions in Africa.
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Our Services
Who are we
Lets Put Your Business Online
Our mission is to positively and effectively shape your customer engagement experience by using our leading technology, insights and expertise to create the best solution for your Organization. Our infrastructure offers cost-saving systems and processes that support even remote working amidst COVID-19 challenges.
Our fully equipped outsourcing contact center helps relieve Businesses/companies of the operational costs that come with setting up and running one. This approach can minimize costs and maintenance upfront, which often leads to a better ROI.
Features that you will enjoy from our services...
- ACD system: Analyzes incoming calls and distributes them based on varying factors, such as the number called.
- Customer inquiries response management system: Collects and analyzes customer inquiries submitted over email and then routes those inquiries to the appropriate agent.
- IVR system: Enables customers to use a keypad or voice commands to provide information without human assistance.
- Knowledge management system: A central repository of information that agents can easily search, which can cut down on agent training
- Workforce management system: Helps schedule and staff agents and manage their
Why Choose Us
A Reliable Cloud-based CRM and PBX
Great Support
MikroTik firewall for our Network
In-house based secured PABX Server
An Open Office Plan
Two types of Contact Center Suites
Topnotch Noise Cancelation Headsets
A Real-time Call Center Monitoring
Our Process
Product training – This is to be executed by the client. They own the product and understand it inside out.
Soft skills training / Telesales, Telemarketing training – This is to be conducted by Africa 118
Scripting will be done by Africa 118 and approved by the client.
FAQ and objection handling guides will be provided by the client.
Creating customized trackers.
System integrations where necessary e.g. Client CRM to dialer.
Accounts creation and exchange of login details
The most exciting day of the process.
The CC agents start making or receiving calls depending on if the campaign is inbound or outbound.
Current Clients
