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Contact Centre Management
- Our Contact Center Management Services offer streamlined, responsive support to ensure members receive timely assistance and accurate information.
- With a focus on quality and efficiency, our team provides personalized assistance for our customers’ key processes allowing their customers to access services remotely. We aim to enhance the customer experience, resolve issues quickly, and maintain high satisfaction across every interaction.
- Key Features:
- Multichannel Support: Providing assistance across phone, email, live chat, and self-service portals for convenient access to information and support. Our services include digitalising and automating parts of our client’s processes to enable self service for their customers.
- Personalized Customer Assistance: Tailoring interactions to each customer’s needs, offering clear guidance on processes and services.
- 24/7 Availability: We tailor our service times to our customer’s needs. ensuring customers have access to support any time, with options for after-hours and emergency assistance.
- Advanced Technology and Analytics: Our Call Centre Agents can operate from anywhere and any time; flexibility which is enabled by our cloud based solutions. AFA uses AI-driven insights and data analytics to enhance response times, predict member needs, and improve service quality.
- First-Call Resolution: Focusing on resolving member inquiries efficiently on the first contact to enhance satisfaction and reduce follow-up needs.
- Dedicated Case Management: Assigning specialized representatives for complex issues, ensuring thorough follow-up and personalized care.
- Continuous Quality Monitoring: Regularly assessing and improving service performance to meet high standards of accuracy, empathy, and effectiveness in every interaction.