Digital care

PCCI’s Digital care service is designed to handle all customer requests on your digital channels. Our agents are multi-skilled allowing them to respond to your customers whatever the channel of contact while providing a consistent and branded experience.

PCCI - Product and technical support Product and technical support
PCCI - Social Media Moderation Social Media Moderation
PCCI - Crisis management Crisis management
PCCI

Our solutions

We provide solutions covering all contact center activities on all traditional and digital channels. Consult our Customer Relationship Management experts to discuss for more information on the solutions we offer.
  • Inbound

    Inbound

    Information requests, Complaints handling, Product support, Technical support,...
  • Outbound

    Outbound

    Telesales, Loyalty campaigns, Survey, Welcome call, Debt collection,...
  • Technical support

    Technical support

    Technical support, IT incident management, Help Desk, Management...
  • Back Office

    Back Office

    After sales management, Order tracking, KYC, Booking reservation,...

They use our solutions

We help our customers provide the best user experience for their products and services. Find out how through a few customer case studies.
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  • PCCI | Canal+

    Canal+

    Customer Service and loyalty campaigns

    For 12 years, PCCI has supported Canal + on Inbound, outbound and digital contact management in Africa

    • Growth of the customer base through Telesales and customer loyalty campaigns
    • Managing seasonal peaks ( end of the year, sports events, etc.)
    • Inform customers and prospects about Canal+ products and services
    • Assist customers in the use of products and services
    • Handle customer complaints
    • Streamline contact processing costs

     

     

    • Implementation of customer operations with a scope covering up to 20 countries
    • Operations in-scope: Telesales, collections, commercial and technical assistance, digital channels support
    • Performance-based business model
    • 12 years partnership
    • +5 million upgraded customers
    • +3 million subscriptions renewal
    • 1.5 million new customers acquired
    • Total increase in revenue estimated at 8 million euros per year
    • PCCI regularly ranks among the top 3 BPO providers for Canal + Africa
  • PCCI | Bridge Bank

    Bridge Bank

    Provision of staff and contact center platform and a workflow management system

    Bridge Bank called on PCCI to provide human resources and also a contact center platform to process its customers’ requests.

    • Staff agents well-trained to deal with banks customers requests 
    • Deploy a contact center platform integrating a request tracking workflow softwar
    • Reduce contact handling costs
    • Provision of a contact center platform  for Inbound and outbound campaigns
    • Provision of agents trained in Customer Service and Bridge Bank products and services
    • Perform survey and customer satisfaction campaigns
    • Improved Customer Service processing times
    • Traceability of request follow-up
    • Continuity of service during the Covid health crisis
    • Reduced customer requests processing costs
  • PCCI | MTN

    MTN

    Customer Experience Management for the MTN Group in 5 Operations in Africa

    Since 2015, PCCI has been providing customer support to the MTN group by handling inbound, outbound and digital contacts for 5 countries.

    • Manage the transition from the previous partners in several countries at the same time
    • Reduce contact volumes by optimizing the contacts processed via the IVR and the Selfcare
    • Improve key performance indicators (SL, NPS, CSAT etc.)
    • Reduce SLAs for processing top contact reasons at the Contact Center
    • Streamline contact processing costs
    • Take over the incoming, outgoing, digital and back office contacts management as well as the IVR
    • Upgrade from traditional IVR to transactional IVR with a processing rate performance beyond 80%
    • Deployment of PCCI’s contact center technology to save processing costs
    • Agreement on a flat-rate business model allowing costs to serve to be controlled
    • Rebadging of more than 800 agents
    • Best practice sharing between countries saving time in the execution of the customer service transformation program
    • 7 years at the service of MTN  group
    • Serving 26 million customers a year
    • 44 million contacts processed per year
    • Drastic reduction in processing costs at the contact center
  • PCCI | Free

    Free

    Customer Relationship Management for Tigo in 2 countries

    Since 2010, PCCI has been providing customer support to Tigo by handling inbound, outbound and digital contacts for 2 countries.

    • Improved contact center accessibility
    • Streamline of front office processes to reduce request processing times
    • Deployment of powerful tools for monitoring and processing customer requests.
    • Change the contact center platform not adapted to the needs of Customer Service
    • Revamp the reporting format that was not well-designed for customer service performance monitoring
    • Outsourcing of incoming, outgoing, digital and back office operations
    • Stqffing resizing for better contact center accessibility
    • Implementation of a performance based business model
    • Rebadging of over 750 agents
    • Implementation of PCCI’s contact center platform allowing a significant reduction in contact center management costs.
    • Deployment of tools to increase request processing performance at the contact center and branch level
    • Optimization of the customer journey and  processes at the front and back office
    • Redesign and automation of business reports
    • The performance-based business model to led to 30% cost reduction
    • Processing of 20% more contacts compared to the period prior to outsourcing with PCCI
    • Improvement of contact center KPIs – SL above 80%, Quality of service at 90%, average ticket closing time below 24H
    • Serving 15 million customers
    • 40 million contacts per year
  • PCCI | Orange

    Orange

    Customer Relationship Management for Orange group in 6 countries

    Since 2004, PCCI has been providing customer support to Orange group by handling incoming, outgoing and digital contacts for 6 countries

    • Improved accessibility of contact center
    • Improvement of key activity indicators (SL, Abandon rate, CSAT etc.)
    • Deploy and maintain COPC compliant customer operations
    • Ensure a continuity plan for contact center activities
    • Support transformation projects around digitalization and mobile money
    • Reduce contact handling costs
    • Outsourcing of incoming, outgoing, digital and back office operations
    • Deployment of new contact centers compliant with Orange standards
    • Integration of COPC standard requirements into PCCI’s customer operations
    • + 900 agents on Orange operations
    • Sharing best practices between opcos
    • Flexibility during growth and downsizing phases
    • 18 years at the service of Orange Customer Relations operations
    • PCCI is one of the key partners in Customer Relations with Orange in Africa
    • Regular achievement of SL objectives, abandon rate, CSAT
    • 7-time certified COPC as an Orange contact center partner
    • Serving 27 million customers per year
    • 55 million contacts per year
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