Advance Call is a well established company that provides a 24-hour, 7 days a week and 365 days a year call centre to all its clients. Currently, Advance Call attends to an average of
30 000 calls per month.
Advance Call was established in 2001 and has since implemented various inbound and outbound call centres that involve more than 15 Government Departments!
Two types of call centres can be distinguished depending upon its functions. The first is an inbound call centre, in which case the call centre receives calls. Alternatively, an outbound call centre makes calls. Examples are:
- Providing an inbound call centre with the main aim of obtaining information or requesting services, such as logging of a breakdown for a water pipe burst.
- Providing an outbound call centre with the aim of following-up on customer’s satisfaction on the service delivered, such as follow-up to confirm water pipe burst has been attended to.
Advance Call has implemented numerous inbound and outbound call centres to date.
Characteristics of the five current call centres (30 000 calls per month) operated by Advance Call are:
- Operational 24 hours per day, 7 days per week, 365 days per year
- Voice recording of all calls for security and quality purposes
- ISO9001 based quality management system
- High security data servers to prevent access by unauthorised parties
- Uninterrupted Power Supplies (UPS) and standby power generators to ensure 24/7 availability in the event of Eskom power failures
- Continuous improvement and training of professional call centre staff
- Monthly customer satisfaction audit and reporting.
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