Contact centre is a centralised customer interaction point in an organisation from which all customer enquiries, issues, feedback, are managed. It is a facility used by companies to manage all client contact through a variety of mediums such as telephone, fax, letter, e-mail.
The association also hinted that contact centre, if well implemented will address the insurgence of militancy and terrorism in the country as it can help in gathering field intelligence from the public on suspicious activities and potential crime that will help with quick intervention from the security operatives.
David Onu, Chairman of ACCON who disclosed this in Abuja during the formal launch of the association and a one day symposium tagged “improving standard service delivery in Nigeria through call centre” said there are huge potentials in the contact centre industry
Onu said the association recognized the potential that lies in the contact centre sub-sector as means of not only improving the standard of service delivery in every sector of the Nigerian economy but as an alternative means of revenue generation, employment generation, poverty alleviation, establishment of new businesses and the development and acquisition of employability among the youth and entrepreneur alike.
The association who noted that India has proven this that it works because it is making over $100 billion a year believed that Nigeria with over 150 million population with both financial and human capacity has the better chance of making at least ten percent of what India is making in a year.
“Nigeria can make much better if you look at the opportunity in call centre it is not only on revenue generation alone but also creation of a sustainable and demanding jobs” he said, stressing that this will compliment the transformation agenda of Mr. President on employment and wealth creation.
"When we create jobs it must be sustainable and demanding, contact centre will create a demand driven jobs because everyday everybody has an issues that needs an answer and a complaint or asking for one information or the other".
He stressed that “the point is that there is a huge opportunity in the industry, the insurgence of crime today is attributed to the prevailing unemployment situation in the country, if people are gainfully employed crime rate will reduce drastically”.
Abiodun Adeoye, CEO Consul Limited in a key note address explained that a Contact Centre if fashioned after the pattern of India will not only increase revenue generation of the country but will also tackle unemployment problem to a certain extent.
it provides customer support for the end users of an organisations products and services (through a Customer Care Line), and the data captured and reports generated through the contact centre, customer relationship management (CRM) system can provide vital management feedback and information for making strategic plans for service improvements, customer satisfaction, identifying additional sales opportunities and thus increasing revenue and profitability.
Contact Centre he said can provide platform for gathering vital public intelligence / feedback on militant activities, community issues, pipeline vandalization and other suspicious activities in the Niger and aids quicker response and intervention on issues originating from the region while public may help to avert disasters in the region
Adeoye explained that Contact Centre can also provide easy access for public to access emergency services through multiple communication media which includes telephone, SMS, email among others.
He noted that the benefits of the call centre include easy public access to information that can enhance economic growth such as helping farmers to improve quality and quantity of produce from access to produce enhancing information provided by Ministry of Agriculture Contact Centre
While explaining that a contact centre is generally part of an organisation's overall strategic customer relationship management (CRM) Adeoye said, “if well implemented Customer Satisfaction is Guaranteed through the Contact Centre”.
The implementation of a contact centre according to him will improve customer satisfaction by over 49% within the first 6 months, noting that call centre is strategic in nature and can be used to enhance the relationship between Government and the public adding that the key benefits provided to the public would be to provide personalised and consistent service levels, problem resolution and front line support on a 24/7 basis
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