Outsourced Service Centre & Business Processes

Globally, more and more companies are outsourcing their call centre operations. Milu can staff a call centre for you with dedicated and trained individuals who will represent your products or brands professionally at all times. We are members of the Society of Consumer Affairs Professionals, an international group of professionals committed to achieving consumer service excellence (www.socap.org.za / www.socapeurope.org), and is also a corporate member of Calling the Cape (www.callingthecape.org.za), a non-profit agency dedicated to the development of the contact centre and business process outsourcing industry in Cape Town, South Africa.

Inbound Contact Centre Services

• Customer Care
• Help Desk
• Service Desk
• Sales

Outbound Contact Centre Services

• Customer Research
• Consumer Research
• Data Verification & Cleansing
• Customer Satisfaction Measurement

Customer Care / Satisfaction Analysis

We have extensive experience in customer care surveys and customer satisfaction indices across many differing industries. Our team’s insight and understanding of both our partner’s businesses as well as their target market allow us to add value to your business practices and processes.

Data is collected using a variety of channels, namely:

• Paper-based customer care card
• Cellular - collection of data via cellular phones
• Internet - customer care web page feedback
• Mystery shopper programmes
• Email-based customer feedback
• Call Centre help desk / customer contact centre

Any or all of these channels are managed simultaneously within our service offering.

Data Management

On any given day we handle 1.7 million customer contacts on behalf of our partners. We develop stable and custom-built call data management systems for our partners, giving us the flexibility to adapt the system to meet your needs. Comprehensive and regular reporting to our partners regarding the service levels and insights gained from data gathered is another important process that ensures we help our partner improve service to their customers. Customised reports are created for our partners detailing relevant information to stakeholders for quick and easy policy / decision making. Our detailed reports illustrate areas of opportunity and help you determine areas for strategic growth.

Languages

All our agents are at the very least bilingual (English and Afrikaans); African vernacular language speakers can be provided as required.

Training

While our agents may not be your direct employees, our careful selection process and comprehensive, on-going training ensures that they are truly representative of your business.

VoIP

The ever-changing communications environment requires the ability to adapt quickly and efficiently. Milu is as dynamic as its operating environment. By outsourcing your solution requirements to us, you will be able to manage customer interactions via voice, data, email, text (SMS) and post.