The erratic cal center market is not stopping Erongo RED from opening up a new customer care facility in Walvis Bay, Namibia. This isn’t the kind of call center that is going to have hundreds of employees under the Erongo RED banner right away. Nor will the center cost millions of dollars to operate.
The African nation will have a rather small call center that will allow the company to see where it needs to expand and where it needs to focus its efforts. The center is state of the art and cost a pretty penny to construct but overhead appears to be part of the company’s past. The center cost around $850,000 to construct and will have six trained agents on staff to hand customer’s general queries, complaints and technical issues.
The company has definitely been taking things slow; in hopes of making sure it is successful. The company went through a training phase that kicked off on January 1 and ended on February 28. During that time period, the agents fielded 19,000 calls. The center deals with more than simply phone calls. The center handles online inquiries through email and webchat as well as phone calls. This particular approach is one that more call centers are taking mainly because the customers the firm is dealing with prefer a wide range of ways to make contact with centers.
Erongo RED says the call center that is now in full swing typically handles about 200 phone calls a day and 100 email contacts. "Through this we hope to decrease the number of unresolved customer complaints and queries," said Acting General Manager for Commercial Services Nico Niemand through a statement during the launch of the call center.
The call center is looking to always improve its approach and employs software that will log and register all calls and then tracks how fast these customer contacts are dealt with and resolved.