Services

customer life cycle managemnt

1. Customer lifecycle management

  • a. Customer retention process
  • b. Predictive churn models
  • c. Customer loyalty programs

Call center Monitoring

2. Call Centre monitoring

  • a. Design & implementation
  • b. Transaction monitoring
  • c. Service assurance

back office transaction monitoring

3. Back office transaction monitoring

  • a. Email / web chat audits
  • b. Customer grievance management
  • c. CRM interactions

Consultancy & advisory services

4. Consultancy & advisory services

  • a. Customer experience strategy
  • b. End to End process analysis
  • c. OMNI channel experience & delivery

Mystery shopping

5. Mystery shopping

  • a. Consumer experience & Brand salience
  • b. Price checks
  • c. Product placement & promotion audits

Consumer Surveys

6. Consumer Surveys

  • a. Consumer behaviour & insights
  • b. Net promoter scores (NPS)
  • c. Competition benchmarking

Information effectiveness check

7. Information effectiveness check

  • a. Website contents
  • b. App & Social media
  • c. IVR

Geo – Tagging services

8. Geo – Tagging services

  • a. Complete city mapping
  • b. Brand shops coverage
  • c. In store visuals for virtual tours

Data analytics & validation services

9. Data analytics & validation services

  • a. Conformance to schema & business rules.
  • b. Data accuracy & Interpretability
  • c. Logical analysis & validation

Training & certification

10. Training & certification

  • a. TNI generation
  • b. Training execution
  • c. Certification

Health & well being audits

11. Health & safety audits

  • a) A comprehensive audit report outlining the findings of the audit, quantified outcomes, associated areas of Improvement with detailed recommendations.
  • b) Potential for improved safety performance, workforce morale and wellbeing.
  • c) Potentially reduced rates of accidents, injuries, ill health, litigation costs and improved productivity.

Compliance Audits

12 .Compliance Audits

  • a) CAF/ CIF audits – KYC
  • b) Mobile money
  • c) Empowerment