Plot 23, Otunba Adeleke Adeshina, Lekki Phase 1, Lagos.

PROVISION OF CALL CENTRE SOLUTION

 

 
 http://iosignal.com 

INTRODUCTION
-----------------------

iOSignal is an indigenous IT firm with experience in; IT consulting, software development,

telecommunication and business process automation. Our focus is on delivering cutting edge
communication solutions to individuals and businesses. Here at iOSignal we view technology as
a differentiator and the key to providing a competitive edge in business, learning and research.

To give you the best, we implement a comprehensive Quality System to ensure that all projects
executed by us conform to strict standards. This Quality System can also incorporate any
procedures and standards specified by the Customer for their project. We consider this
a key to successful business transitioning, enabled by the proposed application.

Our objective is to deliver quality communication solutions at the most affordable price and in
the timeframe anticipated.

​ hone:​ ​0809-818-0809 
Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. P
 http://iosignal.com 

CALL CENTRE PROPOSAL

--------------------------------------

Every organisation that promises customers speedy response to requests needs to be

supported by a well managed customer contact centre. A contact centre affords an organisation
the edge to fully actualise the customer’s need for a single point of contact with well trained staff
to calm customers who may be feeling varied emotions from fear to worry and ensure that their
needs are met. It also affords the organisation a database of information that will guide their
growth and decision making process.

We provide affordable telephone systems that offer great selection of features. The CCMetrics
Call Centre Management Suite is a perfect blend of Web based CRM with a flexible and
sophisticated Inbound and Outbound Automatic Call Distributor built on a rock solid operating
system. It has an intuitive web interface for your agents, fully customisable database and ability
to connect to existing back office solutions.

​ hone:​ ​0809-818-0809 
Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. P
 http://iosignal.com 
Features​:

● Interactive Voice Response (IVR)

● IVR self-service
● Chat and IM
● Automatic Call Distributor (ACD)
● Call queues
● Skills-based routing
● Automatic screen pop
● Database integration
● Business tools integration (CRM, Inventory System, Portal)
● Website or Portal click to call
● Forward-out-of-office
● Customizable business hours
● Call recording
● Call monitoring
● Whisper coaching
● Call barging
● Outbound Dialer
● Call Scripting
● Lead management
● Callback Scheduling
● Customer History
● Escalation Management
● Reporting
● Business Intelligence
● Voicemail
● Easy to customize

​ hone:​ ​0809-818-0809 
Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. P
 http://iosignal.com 

● Interactive Voice Response

Interactive Voice Response (IVR) routes calls to the appropriate business unit or extension
based on DTMF signals that are captured when callers enter keys on their telephone keypad.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● IVR self-service
IVR self service allows actions such as account balance query, PIN change, phone number
update, etc to be handled without involving a customer service representative. This saves you
time and improves your response time. It also eliminates time spent on repetitive questions for
routine information.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Chat and IM
This enables a real-time interaction between CS reps and customers through text, giving
customers the ability to initiate discussions through through a web chat interface or an IM client.
You can also automate your interactions by having a trained robot offer self service to
customers through the webchat engine.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Automatic Call Distributor (ACD)

When handling multiple incoming concurrent calls, organizations generally struggle with speed
and accuracy. The Automatic Call Distribution system in CCMetrics, helps you to easily route
the incoming calls to the next available agent based on ring strategy, priority and skills.
The CCMetrics ACD system helps in quickly matching the callers in your queue to those call
center agents who can assist them at the earliest time. By deploying a contact center ACD, you
can ensure efficient call resolution and huge savings.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Call queues
Picture the Call Queues as a “virtual waiting room” for your callers. With this capability, your
callers have the option of remaining on the phone while they wait for a representative to answer.
This helps businesses manage large call volumes with limited staff. You can even get creative
by using directional prompts like Music on Hold, specialty messages and information about your
business.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Skills-based routing
Skills-based routing (SBR) is a call-assignment strategy used in call centres to assign inbound
calls to the most suitable agent, as against simply choosing the next available agent. It is an
enhancement to the Automatic Call Distributor systems mentioned earlier. With skills-based
routing, the skills needed for a particular call are often assessed by the dialed telephone number
and the calling number or caller’s identity, as well as choices made in any associated IVR
system.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Automatic screen pop

Automatic screen pop is a feature in CCMetrics that automatically displays all of the relevant
caller and account information on a call center agent's screen during a call. Caller’s CLID is
used to match the incoming call against a customer database to identify the caller while the
connection is made to the agent.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Database integration
CCMetrics ships with drivers that enable it to connect to popular relational databases like
Oracle, MSSQL, Mysql and PostgreSQL. The database can be locally installed on the server or
hosted on a remote cloud server.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Business tools integration

CCMetrics can be configured to work seamlessly with your in-house business applications like
CRM, Inventory system, portals and other custom business solution. The integration normally
happens through exposed APIs on the business solution or through a module on the CCMetrics.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Website or Portal click to call

This is a neat plugin that you can add to your website, intranet, portals or web
applications to route calls directly to your Call Centre. It presents a secure, user friendly
interface that integrates seamlessly with the look and feel of your application or portal.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Forward-out-of-office
CCMetrics gives you the option to set up an out of office call forwarding. Here you specify a
number where you’d like your calls to go to when you are not in the office. The system answers
your calls, starts recording and forwards them to an outside line where you can be reached.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Customizable business hours

The system allows your to define your business hour and chose welcome messages, out of
office messages and time based greeting for your call centre.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Call recording
CCMetrics call recording feature allows for effective monitoring to provide better call center
quality assurance. All inbound and outbound call are recorded by default and callers are pre
informed that they will be recorded in line with NCC policy.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Call monitoring, Whisper & Barging

Call centre supervisors can use their privileges on CCMetrics to monitor, whisper and barge into
live calls being handled by agents. This feature is enabled on the system for obvious quality
control reasons.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Outbound Dialer
This is suitable for tenants with high call volumes. The dialer select leads from the database
and automatically calls them, detecting busy signals, answering machines, abandoned calls.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Campaign management
Campaign management tells the system how a list of people (leads) are grouped and how to
reach them. It also defines which script(s) which should be assigned to specific campaigns. It
also defines if campaigns can be run campaigns singly or in sequence.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Callback Scheduling
For leads that request to be called back at a specific time and date, CS reps can schedule a
callback where you specify the date and time when the system will call the contact back. The
system automatically calls back the lead at the scheduled time.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Escalation Management
Using Escalation management involves setting trackers, so that issues that meet defined
escalation criteria, can be automatically escalated from the lower level agent right up to the
higher supervisor or even management.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Reporting
Call centre managers deal with the stress of managing high number of calls each hour while still
maintaining a high standard of customer services. To do this effectively, you need to be dialled
into the latest metrics and KPIs such as current service level, call volume and call resolution
rates. Use these call center KPIs and metrics to track your performance through the busiest and
most hectic days.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Voicemail
CCMetrics provides the option of routing your callers to voicemail if they stay too long in the
queue, if they call at odd hours or if you just want to send them to the voicemail for other special
purposes.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

● Easy to customize
CCMetrics makes it easy for customers to easily customize some keys aspects of the solution,
knowing that customers have needs that go well beyond the generic features offered by
CCMetrics. For a tidy sum we can customize the solution to meet the clients specific
requirements.

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

Basic Architecture:

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

Pricing

Pricing
Callcentre Cost
Item Qty Unit Cost (N) Total Cost (N)
Base CCMetrics (Server License for up to 80 agents) 1 8,000,000.00 8,000,000.00
Outbound Dialer (Not Included)** 1 0.00 0.00
System Installation & Configuration 1 400,000.00 400,000.00
HP Server 2 800,000.00 1,600,000.00
PRI Card (2 E1s) 1 550,000.00 550,000.00
TV/ Display (Not Included)** 1 0.00 0.00
Callcentre Headsets (Not Included)** 20 0.00 0.00
Chat IM (Not Included)** 0 0.00 0.00
Call Me Free Web Click to Call (Not Included)** 0 0.00 0.00
Annual Support (Not Included) 1 0.00 0.00

Total 10,550,000.00

Customer To Arrange
Functional LAN
Funiture
Agents' PCs
E1 Line

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

9mobile E1 Deployment
Item Qty Unit Cost (N) Total Cost
Non Recurring Charge 1 450,000.00 450,000.00
Monthly Recurring Charge 1 60,000.00 60,000.00

Total 510,000.00

Call Rate

Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. ​Phone:​ ​0809-818-0809 
 http://iosignal.com 

SOME CLIENTS
--------------------

● GoTV​ – Pay TV
● Swift Networks​ – Internet Service Provider

​ hone:​ ​0809-818-0809 
Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. P
 http://iosignal.com 

CONCLUSION
--------------------
We welcome this opportunity to offer our services, to add value to your business.

​ hone:​ ​0809-818-0809 
Address:​ ​Plot 23, Otunba Adeleke Adeshina off Admiralty way Lekki Phase1 Lagos. P