Call Center Solutions Africa(CCSA)

BACKGROUND

Please describe your company and position.

I am the marketing management of Bermuda Monetary Authority

Describe what your company does in a single sentence.

We are a financial-services organization focused on safeguarding customers and ensuring secure, compliant market operations

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Call Center Solutions Africa to accomplish?

We hired them to improve our customer-support response times.

SOLUTION

How did you find Call Center Solutions Africa?

• Online Search
• Clutch Site

Why did you select Call Center Solutions Africa over others?

• Good value for cost
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

Call Center Solutions Africa handled our inbound customer-support operations, including phone, email, and chat responses. Their key deliverables included daily ticket handling, SLA-based response times, quality-assurance reporting, and weekly performance summaries.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Call resolution rates increased significantly within the first month.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They managed the project efficiently, met deadlines, and responded promptly to all our requests.

What was your primary form of communication with Call Center Solutions Africa?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

We were most impressed by their professionalism, consistency, and ability to handle high volumes without compromising quality.

Are there any areas for improvement or something Call Center Solutions Africa could have done differently?

While the team performed exceptionally, there is always room to further streamline onboarding for new projects