THE CUSTOMEREXPERIENCE CENTRE

A unit of Africa Prudential Plc

ABOUT US

The Customer Experience Centre (CXC) is a unit of Africa Prudential Plc that supports businesses by delivering exceptional service to help them manage & grow their customer base, reduce cost and maximize earnings.

We offer innovative bespoke delivery of services for businesses that improve brand perception, deliver and improve their customer engagements and record a Return on Experience (ROX).

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CXC AS ASERVICE

Customer service is essential for any organizations to improve service delivery, however, not all businesses can afford to acquire or manage the complex technological infrastructure required. Neither do they wish to get involved with recruitment, training and day-to-day management of human resources required to get the job done.

Hence, we shoulder these critical success responsibilities on behalf of our clients. We do this by way of Business Process Outsourcing in the following areas:

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Customer interactions are handled by our customer experience experts on platforms such as calls, emails, live chat and social media. This service is flexible and usually carried out in 2 ways:

Our Customer Experience Centre would set up contact center service solutions at the client’s preferred location. Based on the client’s preference, human resources are provided and trained or the client can provide its own resources for us to train. Later on, the client can decide to manage the contact center on its own or request that Africa Prudential continues to manage remotely and provide reports, analytics and Data insight periodically and/or on request.

CUSTOMERENGAGEMENT

ON-PREMISES

THIS SERVICE IS FLEXIBLE

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Our Customer Experience Centre would host and manage every customer engagement using our contact service solutions. The human resources will be provided and trained by us, we will provide reports, analytics and Data insights periodically and/or on request.

Our Business Process Outsource will provide setup of Contact Center solutions for on-Premise or off-premise.

Customer Experience Transformation (Advisory/Training)Business Process Audit, Analysis & DocumentationCRM Configuration, Implementation & Process Mapping

Our contact service will provide support on software the client’s business subscribes to.

Our contact service will help train your human resource to develop the capacity and skill sets needed to exist within your organization.

SUPPORT

CONSULTANCY

OFF-PREMISES

SET UP SUPPORT

APPLICATION SUPPORT

RESOURCE MANAGEMENT SUPPORT

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SECTORS WE PROVIDESERVICE TO

TECHNOLOGY:FINTECH, HEALTHTECH

AGRICTECH

PROPERTY TECH

NGOs

FMCG

HOSPITALITY:TRAVELS, HOTELS

E-COMMERCE

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WHY US?

Infrastructure: With our state of the art infrastructure, we can offer your business the absolute best in state of the art delivery and maintain a 99.9% uptime.

Experience: With over 10 years of experience, the team has been able to develop the necessary knowledge needed to help businesses not only manage their customer relationships but also improve the business offerings through insight.

Plug & Play: Our operational setup allows for easy integration of our hardware component into your system without the need for special configuration or manual installation of drivers.

Analytics: Our team comprises Data Analysts. Your data would be analyzed from the reports generated and used to provide you with insights based on customer requests, trends and feedback to proffer strategies for your business growth.

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Scalability: Businesses are in constant evolution, and we at CXC understand that needs today may change tomorrow. Therefore, our services allow you the flexibility to scale-up or scale-down as your business grows or demands. Our outsourcing services, solutions, and strategies are designed to provide you with the flexibility you need when things change.

Omni-Channel: We offer omnichannel support to provide your customers with the ability to reach us across any platform convenient for them. Regardless of the platforms, we ensure the experience is the same and synchronised across all platforms.

Focus: Our service affords you the luxury of handling your non-core business functions with perfection, thereby providing you with the time to deploy undivided resources and attention to core competencies.

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HOW WE WORK

We examine what your business needs are and proffer the necessary solutions to cater to those needs.

Once the setup is complete, we proceed to the implementation of the day to day operations needed to satisfy the customer and business needs.

Once we agree on the recommendations, we proceed to set up the necessary infrastructure needed to service those needs.

IDENTIFY CLIENTS’ NEEDS

MANAGE OPERATIONS

DEPLOY TECHNOLOGY AND RESOURCES NEEDED

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TEAM MEMBERS

OBONG IDIONGMANAGING DIRECTOR/CEO

IVY IKPEME-MBAKWEMCHIEF CUSTOMER EXPERIENCE

OFFICER

ADEKUNLE AGBAJETEAM LEAD, TELESALES

NAWOK GOTAUHEAD,

CUSTOMER ENGAGEMENTS

MARY OJEBORONLINE TEAM LEAD

ABIODUN ALONGEBUSINESS PROCESS

IMPROVEMENT SPECIALISTS

ADEBAYO OGUNDELEDATA ANALYST

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MILESTONES

CXC

Complete CRM Project

Implementation

EASYMALL

2020

Telephony Setup

SMAT Number Acquisition

Process Flow Engineering

IVR Process Flow Mapping

Quality Assurance

CRM onboarding (Pending)

REGISTRARS

2020

CRM onboarding (Pending)

POLICECOOPERATIVE

2020JUNE

Handover of certain CXC

Operations to the Police In-

house Contact Centre

Training of the Police Contact Centre Team

CXC BPO MARKETING DRIVE AND

CLIENT ONBOARDING

2020JUNE

Commence Aggressive

Online Marketing Drive

Closure of Aura Pipeline

Client Onboarding

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PARTNERS ENJOYING OUR SERVICES

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0700 AFRIPRUD (0700 23747783)

cxc@africaprudential.com

www.africaprudential.com

220B, Ikorodu Road, Palmgrove, Lagos, Nigeria.

© 2020 Africa Prudential PLC