By Prince Osuagwu
STILL basking in the euphoria of its ranking as the leading outsourced contact centre service provider in Nigeria, Contact Solutions Limited (ConSol) last week, celebrated the first International Contact Centre Week in Nigeria.
According to Frost & Sullivan, a global business research & consulting firm, ConSol controls a market share of 30 percent.
The International Contact Centre Week, according to the company, is a week dedicated by Contact Centre service providers globally to celebrating and appreciating the industry at all levels.
Meanwhile, Contact- CentreWorld.com, global body of the industry, described the week as â€œan opportunity to celebrate, appreciate and elevate your people and your centre through a number of fun and rewarding activities.â€ The event took place from September 1 to 8, 2009.
But ConSol however decided to celebrate the week in a special way in Nigeria, by appreciating both the customers and the less privileged in the society alike.
Apart from visiting such high profile clients like the Lagos State Security Trust Fund, operators of the Lagos State Emergency Management Centre where it recently won the contract to supply call centre equipment and manage the emergency call centre services.Â ConSol team was also at the Little Saints Orphanage, Surulere where the Company and staff members presented gifts in cash and kind to the inmates.
The ConSol team also visited some of its clients who have outsourced outbound call centre services to ConSol including Leadway Assurance Company Limited (a leading insurance company) as well as Procter and Gamble (West Africa) plc.
As part of the events marking the week, ConSol staff were at the ever busy Shoprite Shopping Mall in Lekki, the Broad Street area of Lagos Island, and Ikeja metropolis to create awareness on the Lagos State emergency number, 767 which it manages.
ConSol, in the results of the study released June this year by South Africa â€“ based Frost & Sullivan, ranked as Nigeriaâ€™s leading outsourced contact centre services provider with a 30 percent market share based on number of Agent Seats.
The market research company had carried out this research and expressed its view based on primary and secondary research with industry participants, industry experts, end users, regulatory organisations, financial and investment communities and other related sources.
Expressing delight at the report, the companyâ€™s Managing Director, Mr AbiodunÂ Adeoye, stated that he was of the opinion that the BPO market in Nigeria is about to experience a revolutionary growth as his company, was fully ready for this growth through its broad capabilities and product offerings aimed at service improvements and skills development for the growth of the sector.
Meanwhile, in a move that indicates that it is gearing up for the explosive growth in the industry, ConSol announced readiness to embark on a training of contact centre professionals, managers and others who have chosen contact/call centre and customer service management as a career. The training will lead to the award of the Call Centre Industry Advisory Council (CIAC) Certification globally recognised for contact centre and customer services operations and management.
To ensure excellence in this area, the Company recently made a high profile recruitment, hiring a General Manager strictly for Manpower Development and Training.
The Company is partnering with LiveBean of India on this project.Â LiveBean among other things is involved in the training and certification for the entire cross section of the workforce from CEOs to supervisors and frontline agents, carrying out quality and performance audits using techniques like mystery shopping, CSAT surveys and internal call audits.