CONTACT CENTRE SERVICES. Enriching your customer relationships. Delivering value. Enabling success. Integrated Services

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1 CONTACT CENTRE SERVICES Enriching your customer relationships Delivering value. Enabling success. Integrated Services is a proud member of the BankservAfrica Group Integrated Services

2 BANKSERVAFRICA INTEGRATED SERVICES WHO WE ARE BankservAfrica Integrated Services is a wholly-owned commercial subsidiary of BankservAfrica, ring-fenced as a separate entity to minimise risk as part of our compliance with the requirements of the South African Reserve Bank and the Payments Association of South Africa. BACKGROUND For over 40 years BankservAfrica, Africa s largest automated payments clearing house, has played a central role in processing billions of transactions annually, with an impeccable record of security and dependability. For over 40 years we have been building an unimpeachable reputation as a trusted partner whose industry relationships are as dependable as our service. As a leader in the South African payments industry, we provide world-class systems, technology, infrastructure and resources and offer a wide range of highly sophisticated products and solutions. WHAT WE DO BankservAfrica Integrated Services delivers a comprehensive spectrum of financial, business, information and communication solutions that work together to provide every service needed to consolidate, simplify and optimise solutions, from communication and information functionality, business infrastructure and software, to core banking and finance systems and the facilitation of electronic payments. In the multi-faceted complexity of the financial worlds that make up the modern economic universe, we strive to provide consistent, dependable and client-centric service through efficiency, focus, dedication and innovation, with the ultimate aim of reducing the complex and maximising potential by simplifying our worlds. 2

3 As a multi-award winning, high-technology call centre outsourcing provider, our world-class solutions are built around your needs to provide ultimate customer service. Enabled by an experienced team dedicated to meeting service levels, we tailor your service to your call centre objectives and enhance your customers brand experience. CONTACT CENTRE SERVICES We are your partner and this enables us to provide superior service, ensuring that: Our values are aligned Costs are reduced Our people become your people Seamless business continuity and smooth integration is maintained Superior customer service is standard Our dedication to service excellence ensures that your business objectives are addressed and that your customers enjoy an over-the-phone experience that makes your brand and business look good. 3

4 CONTACT CENTRE SOLUTIONS FACILITIES-ONLY SOLUTIONS ELECTRONIC RECRUITMENT TOOLS WHAT WE OFFER OFFER WORLD-CLASS EXPERTISE In our commitment to providing outstanding service, we have the experience, expertise and technology to manage your customer relationships and facilitate improvement in your delivery and service levels. BEYOND THE ORDINARY Our state-of-the-art technology enables quick and positive communication, while our Interactive Intelligence switch provides an administrative function in the sales cycle, as well as call recording and predictive dialling for outbound campaigns and data management. OUR SYSTEM FUNCTIONALITY ACD capability VOIP IVR Multi Media handling: Voice, Fax, , SMS Self service Voice recording Screen pops Seamless Integration Predictive dialler Screen recording 4

5 THE RIGHT PEOPLE FOR THE RIGHT JOB Our call centre consultants are experts in both inbound and outbound campaigns. Thoroughly trained, they re exceptional in the way they deal with people, using both training and intuition to elicit the desired response from the person on the other end of the phone. Regular skills-development programmes sustain top performance levels in our staff in both client service and client retention. The outcome of this commitment to excellence is that we maintain a consistent and stable contingent of staff and consultants. Our unique management style encourages regular, open-ended interactions between staff and management. QUALITY CONDITIONS FOR QUALITY PERFORMANCE We maintain a relaxation station, chill and entertainment areas, and an excellent canteen for our staff, and provide regular motivational initiatives for them in the belief that excellent working conditions make a difference to the quality of any call. OPTIMISING MANAGEMENT Over and above their experience in call centre management, our management team possesses skills spanning strategy and campaign development, change management, project management, and workforce management, as well as call centre consulting. This breadth of capacity allows for our unique blended management style with the result always being a more competent, better-managed, hassle-free, effective call centre solution a benchmark in the call centre industry. We believe that the voices at the end of our lines are skilled relationship consultants and with our advanced screening process, we recruit the right people. 5

6 We offer a variety of call centre solutions that operate as an extension of your company s brand. Whether it s a smaller business or a multi-national institution, with our access to your systems we work in partnership with you to emulate your company s environment in order to deliver a superior service linked to your company s operation and ethos. We will always conform to the specific capabilities that your company may demand on both inbound and outbound telephony, and offer a self-service component that delivers improved convenience for your customers. ADDING VALUE Our highly professional outsourcing platform will operate as your company s call centre without your organisation incurring the costs and investing the time in setting up a call centre of your own. THE INDUSTRIES WE SERVICE We are able to provide call centre solutions for financial institutions, mobile, automotive, telecommunications, information technology, medical aids, the fitness industry, marketing, retail and insurance. The basic structure of our call centre management and support services allows us to re-model a solution for your budget, requirements, needs and expectations. 6

7 CAPACITY CAPACITY Our agents, supervisors, managers, trainers and quality assessors are passionate and skilled in: Inbound Outbound Tele-service Tele-sales DESIGN Our staffing methodologies are designed and engineered to: Attract talent Reduce attrition Reach targets Maintain positive attitudes Ensure internal and external training Service ACCOUNTABILITY We are accountable and dedicated to providing the highest calibre of service and we keep you updated through reports that include: Formal reports Campaign monitoring Customised profiles Daily, weekly or monthly reporting Feedback sessions ASSURANCE Our infrastructure is designed to ensure maximum, continuous uptime for your call centre, with disaster recovery and business continuity assured because: Operations are completely duplicated We have our own generator We have a reliable UPS Replication across multiple sites 7

8 We operate on a per-seat basis with all our facility costs included in our seat price. Because we understand flexibility and the need to accommodate your requirements, we customise our proposals to ensure we deliver on your business needs and enable the best results. Our pricing model is not only competitive, but also provides a sliding scale to cater for expansion. In addition we provide regular, scheduled meetings to guarantee effective feedback and our comprehensive reports are analysed to ensure that your call centre outsourcing is being managed optimally, and containing your costs. OUR COSTING MATRIX TRANSPARENCY If you have your own call centre facility and require us only to supply staff, our staffing costs are simple and transparent: We pass on the total costs of the staff member (salary, payroll, bonuses/rewards and recognition and recruitment costs), plus a handling fee. 8

9 SERVICE OFFERING Access to training and meeting rooms Telephony Telephony support Staff refreshments Reports Desk IVR Chair Voice recording ACD FACILITIES ONLY Access to switch Headset IT support Telkom PRIs Multi media handling PC Voice, fax, & SMS Generator UPS Managers Quality assurance Reports Call centre agents and supervisors Connectivity via the internet Workforce Management Trainers OUTSOURCED CONTACT CENTRE Coaches Call flows Includes: people, facility and management Account manager 9

10 We have received the following accolades SACOMM Service Excellence Award, the Liberty Life Strategic Partner Challenge Award, finalist in the recent Contact in Gauteng Awards, Call Centre Manager of the Year and an award for the Best Outbound Campaign. RECOGNITION THE TYPICAL JOURNEY Meeting to understand your requirements Proposal prepared Awarding of contract Systems development and integration Key operations staff spend time at your business to fully understand it and mitigate any possible risks through open communication Contract and SLAs finalised to run the two streams in parallel and guarantee an agreed go-live date Testing and staff training Staff recruitment 10

11 CONTACT DETAILS Gavin Atkinson Landline: +27 (0) Mobile: +27 (0) Kent Avenue Corner Harley Street Randburg Johannesburg South Africa World class contact centre solutions built around your needs and enabled by an experienced team dedicated to meeting the highest service levels and all your call centre objectives. 11

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