Our Services

VOIX NETWORKS CONTACT CENTER ANALYSIS
Contact Centre technology is migrating from proprietary, premises-based hardware TDM voice platforms to a suite of standards-based IP multimedia software applications. This has led to the creation of a number of new market entrants. However, it also presents challenges for existing vendors. All vendors need to understand both the adoption of these new technologies and the migration paths chosen by more established end-users in the more mature markets.

A complete overview of the rapidly changing market and the strategies necessary for success includes:

  • The Market For Contact Centre Optimization Technologies (Customer Focus)
  • Surviving The Optimization Evolution (Strategy Focus)

Contact Centre Optimization Technologies (Technology Focus)

  • Service Business Analysis

A simplified analysis of the Contact Centre Facility is given below:

  • The value of contacts represents people calling with a request that can be satisfied by anyone of a group of people.
  • VOIX Networks Contact Care Centre will not look at each call as a standalone event or caller as an individual transaction, but rather as a way point on a milestone in an ongoing customer relationship.
  • Customer’s requests are relatively predictable and homogeneous and therefore can be served by any one of several employees (agents) i.e. by telephone, web, or e-mail.
  • The service functions of the contact centre, is a defined function of VOIX Networks Limited. Therefore all our customers and all employees are made aware that the group to call for such services is the group defined as the customer contact centre.
  • The customer Contact Centre group recognizes that they are the focal point for customer and prospective service requests and are therefore prepared to effectively service these requests.
  • The centre is adequately equipped to process a particular customer’s request(s) to the point of high satisfaction.
  • Because the centre performs customer support functions, it is subject to frequent changes and repositioning to take advantage of the opportunities the market hands the company.
    • Services

 

Apart from fixed telephony and digital broadband internet services being our core services being provided, we also have the experience and expertise of providing a host of other ancillary services. These include Inbound and Outbound Call Contact Centre Design, Selection, Recommendation and Implementation including, etc.

The lists consist, but not limited to the following;

  • Automatic Call Distribution (ACD) Systems
  • PBX Based ACD Systems
  • Computer Integrated ACD Systems
  • Outbound Predictive Dialing Systems
  • Outbound Power Dialing Systems
  • Integrated ACD/Outbound Solutions
  • ACD Management Information Systems (ACD MIS)
  • Web Enabled Call Center Applications
  • Integrated Voice and Data Applications
  • Call Center Design (Acoustics, Environment, Peripheral Equipment etc
  • Agent/Collector/Telemarketer Training
  • Customer Service Representative/Sales agent Telephone Training
  • Network Analysis and Design for inbound/outbound applications
  • Specialized Software Applications (Forecasting, Staffing, etc)
  • Analysis of Call Center Statistics for Staffing, Network Configuration, etc

 

The Staff of the call centre consists of:

S/N

DESIGNATION

NUMBER OF STAFF

DEPARTMENT

PERCENTAGE

1.

General Manager

1

-

0

2.

Managers

4

Department Heads

2

3.

Operations Analysts

2

Operations

1

4.

I.T Support Staff

10

Operations

4

5.

Information Support Advisors

2

Training and Communication

1

6.

Quality Advisors

2

Training and Communication

1

7.

Business Support Analysts

2

Administration

1

8.

Administration Officers

2

Administration

1

9.

Contact Center Agents

200

Services

89

 

Total

225

4

100

Our Mission

Voix Networks Limited was established to provide services within the regulatory frame work under the Nigerian Communication Commission. The company also provides customized and general services.

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