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

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

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

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

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