Affordable Contact Center Solution for Small and Medium Businesses

Affordable Call Center Solution for Small Businesses

Call Center or Contact Centers like we prefer to call them these days are customer service unit of an organization where they receive all inbound communications from and also make outbound communications to both new and existing customers. This communication is mostly through telephone calls and the customer service team also know as Agents, that receive the inbound calls are expected to act as advisory and support Staff to the callers.

It is a Call center when all that happens is calls and seen as an Omnichannel contact center when communications now includes Email, SMS and Chat.

Big companies like those in the Banking and Manufacturing sectors that have large customer base usually have call centres for the purpose of managing complaints, handling inquiries and offering customers support. Some of them outsource to BPOs to handle these activities and share daily reports so that they can focus on their main business.

Call centers can be as simple as a PBX Telephony to a complex application with all the Key Call Center Software Features of a robust Contact center Solution and theses come in various cost milestones that Small businesses like ours cannot carry due to cash flow

So to ensure and support your business and also provided you with the right technology that sets your business apart like a customer centric organization we have our Call Assist Cloud-based IVR (Interactive Voice Response) service designed for Small and Medium businesses to manage inbound calls more professionally.

This is solution is affordable and offers various benefits to your business which includes:

  • Professional image of the business as you will
  • Improved productivity of your team as the calls will be routed to the right staff or teams or department concerned.
  • Cost savings on hardware or software installation as you do not need to buy any software
  • You will only need any mobile phone that your teams carry normally or you get a phone box to make it stationary.
  • Online phone directory to give you report of your daily calls and activities
  • Manage incoming calls based on predefined hours of operation

Your Calls are not recorded so your team needs to ensure to take proper records of the calls or maybe record the calls directly on their mobile and archive them for future references.

How does it work

  1. Contact us by Filling the form here
  2. Give us your proposed number of users or departments ( This is for us to confirm your number of Agents or departments where the calls will be routed Also we need to confirm if you want to use your own MTN line of get MTN lines from us as an MTN SIM registration partner)
  3. You will be given the commercials for set up and the service, this is an annual service and renewable every year.
  4. You will also provide us with your welcome message
  5. You will advise on how you want your calls to ring either  “First to Pick up” or “Sequential calling”.
  6. We will set your business pilot number up and share it you to publish on your websites and all channels.
  7. Whenever a call hits your Contact number displayed on your website , they will first be greeted with the IVR message

“Welcome to Your Company Limited, your partner in ABC products or services, for Enquiry and Sales, Please press 1, For Complaints and Support, Please Press 2.”

All these can happen in one or two days and you are live.

Here are some Testimonials

So, make your Business sound more professional by signing up to MTN Call Asist which is our affordable Contact Center Solution for Small Businesses and you can set it up yourself but following the link we provide you.

But should you require us setting it for you, please drop your details here. One of our Solutions consultants will reach out to you immediately.

Just a thought, do you want a website for your Business ? You need an online platform where customers can reach your business- where you publish your Contact Center Pilot number. Check out why you need a website for your small and medium business.

Thank you once again for visiting SGSL.

Video Healthcare

Home Care with Video Healthcare

Telemedicine for Home Care

Telehealth according to Wikipedia is the distribution of health-related services and information via electronic information and telecommunication technologies. It allows long-distance patient and clinician contact, care, advice, reminders, education, intervention, monitoring, and remote admissions.  Telemedicine is sometimes used as a synonym, or is used in a more limited sense to describe remote clinical services, such as diagnosis and monitoring.

When rural settings, lack of transport, a lack of mobility, decreased funding, or a lack of staff restrict access to care, telehealth may bridge the gap as well as provide distance-learning; meetings, supervision, and presentations between practitioners; online information and health data management and healthcare system integration.

Telehealth could include two clinicians discussing a case over video conference; a robotic surgery occurring through remote access; physical therapy done via digital monitoring instruments, live feed and application combinations; tests being forwarded between facilities for interpretation by a higher specialist; home monitoring through continuous sending of patient health data; client to practitioner online conference; or even videophone interpretation during a consult.

With video-enabled remote patient monitoring solutions, healthcare providers can extend their reach beyond the hospital walls and engage their patient population in their homes, giving them the ability to identify opportunities for early intervention, manage chronic conditions, and increase patient access.

Benefits of Video Healthcare in Home care

  • Reduce Preventable Re-admissions : Engage with patients post-discharge to educate, coordinate care, and improve medication adherence.
  • Optimize Resource Utilization : Increase clinical efficiencies through virtual triage and expanded patient access
  • Expand Patient Access and Retention : Increase health system reach and access through virtual consults, eliminating distance barriers.
  • Improve Clinical and Value-Based Outcomes : Easily stay engaged with patient populations for disease management and care coordination.
  • Providers can also benefit from increased revenue: By utilizing telemedicine, physicians can see more patients without the need to hire more staff or increase office space.

With the battle against covid-19 in Nigeria and the world still ragging, Healthcare providers, physicians, doctors and skilled nursing homes have a reliable platform now to provide care more efficiently if they embrace the Video Healthcare/Telemedicine Technology which gives them the ability to access patient’s electronic medical records, with diagnosis and prescriptions for better healthcare delivery to patients from the comfort of their homes or offices.

It allows providers to monitor patients in real-time and adjust treatment plans when necessary. Ultimately, this leads to better patient outcomes and less emergencies and Death!

Are you a Medical Director of a Hospital or Managing Director of  HMO or Health Insurance Organization as well as other health Services  like the Nigerian Center for Disease Control (NCDC), learn more about SGSL’s Video Healthcare Solution branded Heka  here  and Book a FREE DEMO session here

eClinic from SGSL VideoHealthcare and Telemedicine Platform

The need of Video Healthcare/Telemedicine in flattening the Curve of Covid_19

The need of Video Healthcare/Telemedicine in flattening the Curve of Covid_19

According to WHO, coronavirus is a recently discovered virus that causes a very infectious disease. This new virus and disease were unknown before the outbreak began in Wuhan, China, in December 2019. Now branded as COVID-19, it is now a pandemic affecting many countries globally.

COVID-19 affects different people in different ways. Most infected people will develop mild to moderate illness and recover without hospitalization that includes both the Patient and Doctors and all other people administering care in the frontlines. And from facts on the table, it is not racial either.

People can catch COVID-19 from others who have the virus. The disease spreads primarily from person to person through small droplets from the nose or mouth, which are expelled when a person with COVID-19 coughs, sneezes, or speaks. These droplets are relatively heavy, do not travel far and quickly sink to the ground. People can catch COVID-19 if they breathe in these droplets from a person infected with the virus.  Therefore, it is important to stay at least 1 meter) away from others. These droplets can land on objects and surfaces around the person such as tables, doorknobs, and handrails.  People can become infected by touching these objects or surfaces, then touching their eyes, nose, or mouth.

On average it takes 5–6 days from when someone is infected with the virus for symptoms to show, however it can take up to 14 days for it to show full blow. And after the 14 days some get well while some do not. We already have stories of some dying from this disease.

Let us outline the most common symptoms:

  • fever
  • dry cough
  • tiredness
  • Less common symptoms:
  • aches and pains
  • sore throat
  • diarrhoea
  • conjunctivitis
  • headache
  • loss of taste or smell
  • a rash on skin, or discolouration of fingers or toes
  • Serious symptoms:
  • difficulty breathing or shortness of breath
  • chest pain or pressure
  • loss of speech or movement

So you are advised to seek immediate medical attention if you have any of these symptoms and always call before visiting your doctor or health facility to protect the healthcare providers.

It is important to wash your hands regularly with soap and water or clean with alcohol-based hand rub.

People with mild symptoms who are otherwise healthy should manage their symptoms at home and reach out to Hospitals with Telemedicine infrastructure.

World Health Organization and all the world leaders investing so much in ongoing research to come up with a Vaccine and will continue to share updated findings.

While we wait, let’s look at how Technology can help in slowing down the spread. This is can be through remote healthcare: Video Healthcare/Telemedicine!

Telemedicine is the process of offering healthcare remotely over Video. Management and care for patients happens without the health provider and patient physically present in one room, one clinic or hospital ward. With Modern technology healthcare providers like doctors can now consult and clerk patients using Video Healthcare Solution.

A Remote Video Conferencing paltfrom designed for Healthcare providers viz: Hospitals, Health Management Organization HMO, Diagnostics and Ambulance Services.

They can pull up their list of appointments for the day in on their desktop, smartphone, or tablet and select any patient  to review his or her chart, and if it is a telehealth consultation, he or she can simply click to join.  The Doctor can continue charting, write scripts, prescriptions and place orders in real time while carrying on the face to face interaction with the patient – just like he or she would if the patient were physically present.

For more information and demonstration of a Video Healthcare/Telemedicine Solution.

 

BloomExtender

How to Drive Customers to Your Business

How to Drive Customers to Your Business

Dear fellow Entrepreneurs, warm greetings and I bring good tidings even with the huge impact of #coronavirus aka Covid_19 to both our economy and businesses. Am sure a lot of us have taken off for the year already and some like me may still be strategizing while selling. Having gone far into our financial year, it is expedient to have a strategy session even if it is by yourself as an Entrepreneur, or with your team. The way to survive in our new normal requires new sets of rules and strategies. Go over last years sales, income, expenses, profits, losses and marketing strategies. You have to check what worked or failed as well as what you can do better and with whom and what?

That’s said, you need to evaluate your Sales and Marketing activities  and begin to pen down ideas to improve performance for the remaining. I am did mine and also researching so let me share a couple with you on how you and I can increase customer traffic and sales to our business this year as Entrepreneurs.

1. So the first nugget is to research and outlines ideas I can apply to my business to ensure a unique sensory experience to my both potential and existing customers.

Do you know that succeeding in Business requires you act like you are in the entertainment industry? You have to be like Davido, Burnaboy, Tiwa , Wizkid and CWay. You have to constantly churn out new and recycled contents, music albums, contents that customers will jump at. It is Go big or Go Home! Everybody dey rich for instagram! E ma kpariwo ejo!

2. Reach out and thank your Existing customers! So this January, i will advise you that while you are mapping out strategies for the year, also consider focusing on existing customers, call and thank them for last year, offer to be there for them this year and ask for referrals. Call even those who only asked questions.

3. Identify, understand and target the right type of customers for your business. Not everyone will buy from you, not even neighbours!

4. Partner with other Entrepreneurs you can trust, especially when you don’t have all the competence. Collaborations is the secret of success as an Entrepreneur. Find a complimentary partner and share the load and profit. Better a 50%-90% than 0%.
When in doubt, have a firm MOU.

5. If you have a physical location, evaluate existing foot traffic and the periods to know when to run campaigns.

6. You have to consider changing the look and feel of your store from whether physical or online. Create eye-catching displays in your stores , websites and social media channels! Increase curb and store appeal and add catchy outdoor signs and displays at your store locations!

7. Ensure to Speed up the Sales and shopping experience. Real Customers don’t like to waste time. Even the pricy and irate ones. But a happy customer will always come back.

8. Design and strategically offer complementary products to ensure customers have more things to buy. Don’t just do one product or service. Do something complementary and Male more sales. Yes it adds to your cost at first but likewise your profit.

Like if you are in the Fashion business how about adding shoes, hats , belts, brooches and bags to the clothes. If you sell Gates, add Quality keys and padlocks…you get my drift?

9. If you have space, create comfy lounging space for customers to come in. Ensure to put a “Do not sleep” sign

10. You can offer free wifi………….. leave this to the biggies. There is no free lunch in freetown

11. Have you heard of referral strategy?E.g: Whisper to existing customers to bring their friends and get a discount on their next purchase.

12. Identify influencers and connectors. If you have a family friend or acquaintance that can post your product or service to their millions of followers. They will be good too.

13. Leverage social media….I can’t stop saying this! Use google my business for local search, listing and advertising. I can say this enough. It is free of charge! Entrepreneurs are making money just by listing online and having a home office.

14. Have a Digital Marketing road map for the year. Build an email, SMS and Phone list….reach out and ensure to personalize your marketing campaigns

15. Delegate : You can’t do it all alone hire and train interns and employees as runners. Engage employees and friends in your marketing, spread the word

16. Allow customers to buy online and pickup in store. People like to see what the buy now. If they want you to delivery…great!

17. Get a Website that is optimized for mobile, local and also international consumption. But please optimize for mobile and local first as charity begins at home.

Remember I am a call and chat away. Should you require us to help you design your Digital Marketing road map, we offer very affordable consulting services to help you with your Digital Marketing activities within our terms and conditions.

Also sign up for free for our forthcoming:
Entrepreneurs Round-table: A Sales and Digital Marketing Masterclass

 

Details of the logistics will be shared by email to all who sign up. It is a free class but you have to get the training materials.

Also see highlights of our customer testimonial of Digital marketing Masterclass 2019. Do click on the “subscribe” button for more Marketing content.

 

About The Author

Chinedum Amachi is the MD/CEO of Scimitar Global Services Limited (SGSL). An ICT Solutions and Business Process Outsourcing Company in Lagos, Nigeria.

As an #ICT and Management consultant. I help Businesses improve their Customer Relationship Management processes through automation; leveraging #Technology #ModernBusinessSolutions for improved Customer Acquisition Strategies (Sales & Marketing) to increase revenue for their businesses as well as Customer Retention Processes (Complaints Management, Queue Management ) to ensure Customer Satisfaction and Loyalty.

I am also a Digital Marketing Consultant and an SME Advocate. I coach and support Small business owners #Entrepreneurs like me on how to leverage #Technology they have ; to market their businesses through Digital Marketing activities ( Social Media Marketing, Email Marketing) at the lowest cost possible.

Connect with me on LinkedIn

Follow Scimitar Global Services Limited ( SGSL) on LinkedIn:

#SGSL #SmartMessage #Chatbot #DigitalMarketing #ODC

How To Improve Customer Satisfaction In Your Business.

 

Customer Satisfaction really depends on how fast you can handle a Customer’s Complaints without him or her repeating himself or herself at various stages of your resolution process. That is what we call First Call Resolution. A Customer who connects with your organization on any channel must be given the same satisfying experience whether it is for an Inquiry or a Complaint. He or she must leave you with a smile.

So to achieve this requires that you adopt the right technology and process which will automate your customer engagement touch points from the process of ticket receipt, assignment and Escalation to a specified Back office or Support team and even to a particular agent is Imperative as well as the idea is to resolve the ticket fast and to the satisfaction of the customer.

One Technology You need is an affordable Omni-channel Contact Center Solution that Supports :

  1. First Call Resolution : Ability to resolve customer problems, questions or needs the first time they call, with no follow-up required . This means the agent is armed with all the information about the customer and services on one User Interface. Screen pops with customer history and other details. This saves the agent’s additional time in closing the ticket and updating it status.
  2. Ticket Assignment :  Distribution of tickets in a manner to assign them to agents who are available at that time and are also skilled to handle that query.
  3. Ticket routing rules: Control the way tickets raised are routed to the back office. A well defined filtering and routing algorithms like routing them based on the interaction channel through which the ticket has been created.
  4. Automation:   Ability to Create workflows by setting business rules to automate support ticket assignment.
  5. Context Conversations :  Ability to associate interactions about an issue from any channel with a ticket.
  6. SLA Management : Set Service Level Agreements, View and automatically notify your agents when an SLA is about to be breached and alert the manager in case of an escalation.

Our Omni-channel Contact Center Solutions with Complaints Management and Ticketing offer your business  features that helps your teams to properly address the customer’s need the first time they call, thereby eliminating the need for the customer to follow up with a second or third call for the same issue. This is because your agents will be provided with complete information that empowers them to make smart decisions and provide great service.

It also Reveals customers’ case histories, preferences, and feedback. Provides guidance on entitlements, alerts on benefits and service-level agreements and Displays it all in a single interface tailored to their job and skill set.

We can show you a demonstration of our application. You can request for a live demo here for free, so that we can show you in an online demonstration how it works and the values it offers. Book a live demo here now.

Scimitar Global Services Limited (SGSL) is an information, communications and Technology Company in Nigeria that provides you with Modern Business and Fintech Solutions like Call Centers, Video Banking, Video Insurance, Video Healhcare/Telemedicine, Sales Automation, Complaints and Queue Management Solutions for your Businesses.

Contact us here today for a discovery session with your team and demonstration of our solutions of choice at no cost.

sales automation

How to Empower Your Sales Team With Tools To Increase Sales Revenue!

Sales and Marketing has transformed. Prospects have taken control of the purchasing process, venturing further down the sales funnel without ever speaking to a sales representative. They go online to create and validate their vendor shortlist—typically without assistance. Social media and eCommerce has created a change in the market and So we believe that it is high time business owners, started re-evaluating the tools their sales team work with , that’s if you have not done so by now.  

Social Media Engagement

The speed at which we do business, and the number of channels we’re using to do it, is rapidly increasing. Your customers and employees have many choices when it comes to communicating, and social media channels are key components of the customer journey. It’s crucial that today’s organizations embrace social as a key aspect of digital transformation, rethinking how they approach customers as well as internal communication. 

microsoft-dynamics-365-customer-service-3

A CRM is the first step towards becoming a customer-centric company.

What is a customer-centric company? Have you tried to speak with any of our Telco’s or Banks  either by telephone or walk in into their branches for a complaint or inquiry and the line drops or you finish the call or visit and on calling back to follow up later when your issue has not been resolved. You had to repeat your story all over again to the same person or another?  That Service provider does not have a robust CRM and not a customer-centric company!