PAPER PRESENTATION BY ENGR. GBENGA ADEBAYO AT THE DIGITAL SENSE

PAPER PRESENTATION BY ENGR. GBENGA ADEBAYO AT THE DIGITAL SENSE ON INTERNET GOVERNANCE FOR DEVELOPMENT AND NIGERIA IPV6 ROUNDTABLE HELD ON THURSDAY 4TH JUNE 2015 AT WELCOME HOTEL, AIRPORT ROAD, LAGOS ‘NEUTRALITY IN CUSTOMERCALL CENTER, THE STANDPOINT OF CNSSLCCL’ CNSSL Contact Centre Limited Status Juneil 2015

What is a Customer Call Center? A Call Center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A Call Centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. CNSSL Contact Centre Limited Status Juneil 2015

A Quality Call Center begins with Quality People The main focus of a quality Call Center is to provide excellent customer care services to retain clients. Call centers may have the same type of structure, but by no means are they run the same way. Starting with the top, and working our way down, we will show you the important roles the different call center people plays. It all begins with the operations manager, sometimes also known as a call center manager. They are responsible for all departments within the call center, as well as relations with all outside contacts such as maintenance, vending, payroll, human resources, or any other company the call center works with. Training is an important aspect of running a quality call center, as customer service agents will not appropriately represent a company without it. Within a training department, there is usually a training manager that oversees trainers on a daily basis and reports daily achievements and problems to the operations manager. CNSSL Contact Centre Limited Status Juneil 2015

A Quality Customer Call Center Quality Assurance is monitored within a call center, to ensure customers are receiving the best possible experience when calling in. Quality teams will consist of a manager within the department who reports to the shift supervisor, and a team of agents who listen to customer calls and score them on a number of things. Without an IT team, the call center simply cannot run. They are the ones to keep the equipment including phones and computers running smoothly so calls can be answered in a timely fashion. The IT department will usually report to the operations manager, but all departments will report to the IT team with problems that need to be addressed. A customer service agent is what makes a company. Without them, there is nothing to operate, as they are the ones whom are relied on to represent the company and take care of any customer contacting the company CNSSL Contact Centre Limited Status Juneil 2015

CNSSL Stand-point There is a lot of responsibility for an agent to deal with on a daily basis as far as keeping within policy and procedure guidelines while sometimes dealing with irate customers and still keeping a smile on their face. CNSSL Call Centre Limited (CNSSCCL) is a member company to Communication Network Support Services Limited (CNSSL). The Group was formed in Year 2009 with less than 70 employees, and one of the first indigenous Call Centre (BPO) Outsourcing Company in Nigeria. We are positioned to provide a range of contact Centre solutions and business processing outsourcing services. Our call Centre operations respond to over 60 million inbound and outbound calls per annum. CNSSL Contact Centre Limited Status Juneil 2015

CNSSL Stand-point We are proudly Nigeria. We offer a range of services across the core areas of expertise in: Inbound calls Outbound calls Customer satisfaction / Fulfillment Services Field Marketing & Promotion Systems Integration & Application Development Infrastructure Services Back-Office Processing Debt Gathering / recovery Consulting Call Centre Agent Training & Human capital development We team up with our clients to assist them attain high performance business. Our extraordinary performance and business strategy builds on proficiency in consulting, technology and outsourcing to help clients perform at the highest levels. CNSSL Contact Centre Limited Status Juneil 2015

CNSSL Stand-point Our Vision To be the leading and preferred call centre outsource company in Africa for high quality services, delivering superior value to customers, industry and associates. To combine best practice, with top talent to serve our clients seamlessly. To continually improve our processes to meet the highest quality standards. Our Mission Our mission is to provide first level contact centre services, complying with the highest international quality standards and providing tailor made solutions according to the needs and objectives of our clients. We aim to provide our clients and partners with innovative, customer centric solutions that can help them maximize the customer experience in a cost effective manner. CNSSL Contact Centre Limited Status Juneil 2015

Testimonials CNSSL is a fantastic story of Nigeria Content in the ICT sector and evidence that we can build a strong, viable and successful industry. We have to tell the good story about Nigeria and CNSSL CCL is a good story. This is a story of one man (Gbenga Adebayo); an entrepreneur who has brought together a very strong management team and has developed a company, a business that will be there, I believe, long after he decided to go and do other things. With these, I think we need to be able to tell these stories. What I have seen here today just validates my own passion of Nigerian and local content and we are pushing that agenda very strongly . Dr. (Mrs.) Omobola Johnson Minister, Federal Ministry of Communication Technology during a facility tour of the CNSSL Group Headquarters on 12th September 2014 We are happy to visit and observe the Operations of CNSSL, a Proudly Nigeria Company with whom we have partnered to deliver service in first line to our valued customers. CNSSL values, operations and attitude is highly commendable. Well done! Ms. Ugonwa Nwoye, Customer Relations Executive MTN Nigeria, 6 th May 2014. CNSSL Contact Centre Limited Status Juneil 2015

Testimonials This has been a most interesting visit of this state-of-the-art facility. I am happy I came and I go back with fond memories about how the industry has given birth to this enormous facility. This is a major employer of labour. There aren’t many institutions that employ over 6,000 people in their work force. You are contributing to the employment drive of the government and the people of Nigeria. Dr. Ernest Ndukwe (OFR), Group CEO, Open Communications Ltd. & Former Executive Vice Chairman, and NCC during a facility tour of the CNSSL Group Headquarters, Lagos on 23rd December 2013. I will say it’s a great success to have created over 6000 jobs across Nigeria in 7 years of your existence. It is a significant achievement and its quite clear from what I’ve seen today that the majority of those jobs are among young people, fresh out from the University with their career ahead of them and this is a great experience. Ambassador Peter Carter Deputy British High Commissioner to Nigeria on his visit to The Communication Centre, CNSSL Group Headquarters, Mayfair Gardens, Lagos.11 th June 2013 CNSSL Contact Centre Limited Status Juneil 2015

Thank You CNSSL Contact Centre Limited Status Juneil 2015