Every business organization, profit oriented or nonprofit oriented, private or government, small or large, service or manufacturing, simple or complex, needs to increase customer engagement and keep long-lasting relationships. In Ethiopia there are a number of industries which are producing similar products and offering similar services. This scenario results in stiff and strong competition among competitors. The bargaining power of buyers/customers will be high if there is a high competition in the market. If you are witnessing higher call abandonment, missed calls, unanswered calls, poor customer engagement and broken customer experiences in your businesses, you need to have a call center solution. In such a situation you may lose your existing customers and could not attract new ones. On the other hand, customers could also easily shift/switch to competitor offerings.
Therefore, before you go to deploy the call center in Ethiopia for your business, you need to answer the following few questions: Does your business need customer engagement? How many calls (both incoming and outgoing) do per day? Are you facing the problem of customer satisfaction and sales growth? Do you easily monitor activities and get organized reports? Do you need call recording for evidence and feedback purposes? Does your existing PBX system would probably not be enough to handle this increasing call volume? Are you struggling to generate leads for your business?
Why do you need to set up a call center in Ethiopia?
Call centers are excellent business approaches and means to support one or more business objectives. If you face problems mentioned above, deploying a call center in Ethiopia technology makes absolute sense. Some people think that deploying a call center in Ethiopia technology is costly and unaffordable. But a call center solution in Ethiopia which has the latest technology and many features are available at a very reasonable price.
The first point before going to a call center in Ethiopia is to have a clear and attainable business objective. Many new and existing businesses struggle to generate leads through inbound marketing. Manually reaching out prospects through calls is not productive. Therefore, outbound dialer software is recommended. This software is ideal for telemarketing or telesales agents for sales, appointments, or other marketing purposes. Telemarketing requires an auto dialer/predictive dialing from the phone lists either from excel sheet format or CRM. If the number of daily call volume increases, you need to have a call center which has IVR (Interactive Voice Response) and call recording. Inbound calling is also magnificent for continuous customer service support.
Whenever you choose a call center in Ethiopia solution do not forget that the solution is flexible (able to integrate any kind of PBX & CRM), scalable (able to add more seats), affordable (reasonable cost) and user-friendly (ease to use), Omni-channel (many channel) and the supplier who gives 24/7 real technical support.
Your call center needs to embrace the right tools so that it is possible to perform at its best. There are three options to have a call center in Ethiopia for your business.
The first is a call center set up in your office.
The second is hosted service from the supplier and
The third is outsourcing the call center.
We provide powerful, vigorous, flexible, scalable, and easy to use solution designed for automation and efficient management of call centers, allowing real-time collaboration and improving productivity between agents and supervisors. We offer a call center in Ethiopia, designed to manage both inbound and outbound call campaigns. Our solutions are flexible and cost-effective, includes all required components for the businesses in Addis Ababa that aim at establishing a more effective communication with their customers and increase customer satisfaction.
Real life customer example
CNET Software Technologies PLC in Addis Ababa is a company primarily engaged in enterprise resource planning (ERP), and point of sales (POS). Customer support is one of the compulsory services given to their clients. A number of calls are coming and going per a day. Therefore, call center in Ethiopia is an exclusive solution for them to give customer service support. They launched a call center in Ethiopia set-up in their office. Unfortunately, their call center was traditional which did not have the latest features (call recording, real time dashboard, call barge in, ACD, inbuilt pbx, monitoring & reporting system, and others). They were in trouble while they gave customer support. Customer complaints were a big deal for support service. Finally, they decided to change their call center with modern call center technology. Now they have been using the ConVox call center solution since last year and they are so happy by the services they get. ConVox call center solutions solved their earlier problems and their feedback to ConVox is excellent.
How can ConVox call center solutions help?
How can ConVox call center solutions help?
ConVox is the brand of products in Deepija Telecom Pvt Ltd. ConVox call center solution is Omni- channel (has many channels). Channels include inbound and outbound call, SMS, voice mailing, social media and others. It has the following important natures and features which can solve communication problems of business in Addis Ababa.
Nature of the call center in Ethiopia
Has many channels
Flexible i.e. can be integrated to any PBX
Easy to use
Features of the call center in Ethiopia
Call barge in
Outbound, inbound and blended
Conferencing up 5 parties
Monitoring and reporting system
Real time dashboard
Therefore, it is a compatible and ideal solution for both inbound and outbound calls in Addis Ababa. It can be also integrated to social media platforms such as Facebook, Twitter, WhatsApp and web chat.
-Written By Simachew Zeleke, Business Development, E