Huawei, MTN in Call Centre Agreement

Huawei Technologies and MTN Nigeria have signed an agreement to use MTN Nigeria Call Centre as an International Reference Site.
The MTN Nigeria Call Centre which is based on Huawei’s Internet Protocol Call Centre (IPCC), is an IP-based Call Centre which transforms the traditional Call Centre into an interactive Online Assistance Centre where customer service representatives can successfully deliver personalised customer service and experience.
Akin Braithwaite, Customer Relations executive, MTN Nigeria, speaking at the signing ceremony to showcase the tremendous achievements in the MTN Nigeria IP Call Centre, noted that MTN Nigeria has, since last year, embarked upon a multi-billion Naira comprehensive “My Customer” support programme, “part of which is the implementation of a robust IP based technology which has given us the capability to process over 500 million calls per annum,” he disclosed.
“This infrastructure also allows us deliver customer service through multiple channels and supports multiple locations of our online customer assistance centres. This is of course the largest online customer management space in West Africa and on the way to becoming the best in Africa. The IPCC infrastructure is the largest Huawei deployment in the world, outside of China.”
According to Braithwaite, “given the magnitude and success achieved through the establishment of the IPCC, Huawei and MTN Nigeria strategically partnered together to form the African Reference Contact Centre site to be the bedrock of future research and development in the area of customer relationship management technology”.
David Xieguohui, president, Huawei West Africa explained that through this IP-based Call Centre, operators can achieve improved service levels for their customers by classifying the customers into various levels depending on the type of customer service requirement. Subscribers can easily access this contact center as there are various access channels such as WEB, IVR, SMS, MMS, WAP, and Email. This Solution also supports the Video IVR.
The IP Call Centre can also be used to manage and monitor the Agents. There is a platform called the Knowledge-based centre and e-Learning Centre where agents can improve their skills and learn about new products and features. The Knowledge-based centre can be populated with various questions which subscribers are likely to ask to enable the Agent quickly respond to Subscriber queries.
 “As a strategic partner of MTN Nigeria, we are dedicated to giving the best solutions & support to ensure the smooth running of the MTN Call Center and this IPCC solution has proven to effectively and efficiently improve the customer service for the MTN Nigeria Network,”  Xieguohui  stated .
The MTN Nigeria Call Centre powered by Huawei IPCC Solution which currently seats over 1000 Customer Service representatives recorded an 81 percent increase in calls handled between December 2008 and May 2009. This means that more MTN customers are able to reach the Call Centre and get their problems resolved within the new branded experience.