COMPANY PROFILE. Company Profile Dial a Service, Uganda LTD Page 1

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Agnes Atkins
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1 2013 COMPANY PROFILE Company Profile Dial a Service, Uganda LTD Page 1

2 Dial-a-Service Company Profile Company Name: Dial-a-Service Uganda Ltd. Date of Establishment: September 2008 Managing Director: Business Location: Employee Background: Mr. Rogers Karebi 3 rd Floor Statistics House, Colville Street, Kampala Experienced in backend customer care & technical support Our Company DAS was founded in September 2008 to offer tele-based directory services to the public. Our business model was broadened over a year later to outsourced contact centre services primarily targeted at B2B & B2G clientele. DaS s business operations are run by a young, passionate team of entrepreneurs in partnership with a German-owned ICT company which runs the ICT operations. From our offices along Rotary avenue, DaS offers BPO services through our contact centre with multilingual competencies mainly in English, Swahili, Luganda, Luo, Acholi and Runyakitara, serving our clients end-users from different parts of the country and region. We offer a range of contact centre services such as help desk, Customer service, B2B & B2C Telemarketing, Data Capturing, Technical support and Directory services, among others, targeted at SMEs, corporations and government agencies. Mission & Vision Our Mission is to provide Contact Centre services in compliance with the highest international standards, applying the latest ICT technologies and best practices, to B2B, B2C and B2G clients locally, regionally and internationally. Our Vision is to be the flag bearer for BPO and No.1 Outsourcing partner of choice for all prospective clients in the region. Company Profile Dial a Service, Uganda LTD Page 2

directory services to the public. Our business model was broadened over a year later to outsourced contact centre services primarily targeted at B2B & B2G clientele.

3 Values Adaptability Ethics & Confidentiality Responsibility Integrity Continuous Improvement Corporate Citizenship Dial-a-Service treasures relations with all our stakeholders and therefore enforces these values with the highest commitment for mutual benefit. Our Services 1. Contact Centre At DaS, we understand and value the relationship our customers have with their clients. For this reason, we undertake to provide high quality tele-based services using high quality personnel. Our flexible and adaptable nature of operations allows us to serve clients of all sizes, big & small. We achieve this through scalable, efficient IT infrastructure and strategic operational management. Together with our German IT partners, IT-Doc 24, we are constantly improving and optimising our services to meet the needs of our existing and prospective clients, and adapting our technology and infrastructure to keep up with/head of the times. We can provide alternative services from Full Outsourcing (all your calls handled from our Contact Centre), to Co-Outsourcing (we handle the overflow/spill-over of your call centre & answering services for after-work hours). We specialise in: Inbound: Help Desk Customer Service Technical Support Directory services Outbound: Telemarketing TeleSurveys SMS, Voice SMS (robo calls) and IVR services 2. Data Capturing/Entry Clients looking to transition from physical, hard copy document storage to digitalised storage can make use of our data capture/entry service. Our technical team works with clients to set up the database which will hold the captured data. Our partnership with 3 rd party HR specialists enables to easily scale up or down the human resource element depending on our client s requirements. Company Profile Dial a Service, Uganda LTD Page 3

For this reason, we undertake to provide high quality tele-based services using high quality personnel.

4 Value Addition The cornerstone of our business is value addition to our clients. Because it is essential for any business to maintain the best relationship with its customers, its purpose for existing, DAS guarantees the highest standard, value-for-money outsourced services to our clients. Our purpose is to enable our clients maintain an efficient open channel of communication/feedback with their end users. DAS = efficient customer feedback = continuous improvement = customer satisfaction = customer retention + loyalty. Who are our clients? Memberships DAS is a member of or recognised by; Uganda Business Process Outsourcing Association (UBPOA) Uganda Investment Authority (UIA) Private Sector Foundation of Uganda (PSFU) Uganda Commodities Exchange (UCE) Partners IT-Doc 24 Ltd. BCI Wrocks International National Information Technology Authority of Uganda (NITA-U) Company Profile Dial a Service, Uganda LTD Page 4

our clients. Our purpose is to enable our clients maintain an efficient open channel of communication/feedback with their end users.

Dial a Service Organizational Chart Executive Board Managing Director Marketing and Business Development Operations and HR IT Finance Administration Sales HR Manager Project Manager IT

5 Dial a Service Organizational Chart Executive Board Managing Director Marketing and Business Development Operations and HR IT Finance Administration Sales HR Manager Project Manager IT Manager Accountant Call Center Mngr Team leader Client1 Team leader Client2 Team leader Client3 Team leader Project1 ETC Core Management team Company Profile Dial a Service, Uganda LTD Page 5

Manager Accountant Call Center Mngr Team leader Client1 Team leader Client2 Team leader

6 Infrastructure and technology The Dial-a-Service contact center is located on the third floor of Statistics House on Colville Street neighbouring the Ministry of Finance head office. Within our facility we also have a Management offices, conference/training room, kitchen, dining area and male and female wash rooms. The Contact centre is designed to work 24hrs a day, 7 days a week and is supported by a reliable, automated power backup system which can run for 48hrs during power outages. This system also protects the hardware against power surges and fluctuations. We operate on CISCO s Unified Contact Center Express platform capable of terminating multiple E1 lines with 30 channels each. Also installed is a multi featured open source Asterisk VoIP platform with SMS, Voice SMS (robo calls), Open REM, OS Dialer and IVR modules. Our location at Colville Street is a very secure and quiet neighbourhood. Furthermore, it is close to public transport hence easily accessible by the work force. Currently this area is well serviced with telecommunication infrastructure by all Telecom networks and is within the city s Fibre loop. The power grid is also very reliable and adequate. Server System and Dialer Details Fiber optic connectivity Layer 3 switch network Power backup 10KVA UPS + 10KVA UPS for redundancy VMware vsphere servers Multiple customized Asterisk Dialer Systems Dedicated Firewall managing redundant WAN links, traffic monitoring, enforce security policies, manage remote logins for 24/7 support access and remote service monitoring All agent workstations are DualCore (3GHZ Processor, 2GB RAM with Windows 7 Starters Edition) Company Profile Dial a Service, Uganda LTD Page 6

The Contact centre is designed to work 24hrs a day, 7 days a week and is supported by a reliable, automated power backup system which can run for 48hrs during power outages.

7 CISCO s Unified Contact Center Express is a highly integrated contact center platform as seen below DaS - Network Layout Company Profile Dial a Service, Uganda LTD Page 7

8 Dial-a-Service workspace layout Dial-a-Service location Dial a Service s facility is a 300 sq Meter facility on the 3 rd floor of Statistics House in Kampala. Our space occupies one third of the entire 3 rd floor and has the following amenities Ample basement parking 300 sq meters capable of comfortably housing a 100 seat center. Situated in the heart of the city with easy access to IT infrastructure and all public amenities Very secure and accessible 24x7 Entire building equipped with fire and smoke detectors Standby backup generator for entire building Company Profile Dial a Service, Uganda LTD Page 8

Our space occupies one third of the entire 3 rd floor and has the following amenities Ample basement parking 300 sq meters capable of comfortably

9 DaS workspace in pictures Company Profile Dial a Service, Uganda LTD Page 9

HR Process for 100% Benchmark Compliance with all our clients At DaS we understands and appreciate that successful Customer Service business requires the right people.

10 HR Process for 100% Benchmark Compliance with all our clients At DaS we understands and appreciate that successful Customer Service business requires the right people. As such our Contact Center Agents are carefully and systematically selected through a rigorous recruitment process that starts with phone interviews, then followed by group written interviews and followed by one on one interviews with our HR s hiring team. All our CCAs hold university degrees. In addition to the rigorous hiring process, qualified employees are seconded to our Training Partner BCI Wrocks International for specialized training and certification in areas as diverse as Call Center Supervisor, Call Center Manager, and Quality Control Manager Company Profile Dial a Service, Uganda LTD Page 10 Contact us Dial-a-Service Uganda Limited 3 rd Floor, Statistics House Colville Street P. O. Box Kampala Tel: info@das-uganda.com URL:

followed by one on one interviews with our HR s hiring team. All our CCAs hold university degrees.

Smart Link. Profile. www.smartlink.com.sa

Smart Link. Profile. www.smartlink.com.sa Smart Link Profile www.smartlink.com.sa Overview SMART LINK is proud to be the largest outsourcing contact center in Saudi Arabia. We have all needed knowledge and experience to cover a wide variety of