Bank of Khartoum (BOK), the largest bank in Sudan was planning on rolling out a wide range of innovative products and services. BOK goal was to create an edge by offering innovative ways of delivering the services resulting in higher customer satisfaction. At the time, the banks call centre was using a basic setup, this setup could not be expanded to support BOKs rapidly expanding needs and hence, the new banking products and services could not be launched right away.
By using the OneView solution from ZRG, Bank Alfalah Bangladesh is able to cater to the needs of an increased number of customer through more capacity, efficient routing and faster and accurate data posting. At the same time, it improved customer satisfaction, thanks to intelligent profile based handling of each caller that ensures that the customer gets the best service in a most effective way.
Warid Telecom, a venture of Abu Dhabi Group, is a leading cellular service provider in the region. The growing subscriber base was experiencing congestions while trying to get service or place new orders and the company was unable to launch and support advanced services. With a nation-wide subscriber base of 32+ million and an eye on expanding its operations - the company needed to find a better way of managing the more than 250,000 calls coming in daily for status inquiry and service activation
PSO, one of the leading oil companies of country. To serve the automotive sector in the retail market, PSO has a network of over 3000 distribution outlets, including 1,600+ sites known as New Vision Retail outlets. The new vision outlets are equipped with modern facilities like electronic dispensing units, convenience stores, business centers, Easy Payment Centers and customer friendly staff to provide unmatched and diversified services to its customers.
World Technology leader, Intel Corporation, USA selected ZRG Contact Center site as a topic for their success story. Intel carried out a case study on one of the most advanced Contact center solution installed at Mobilink GSM, and decided to include it on its premier Contact center solutions web site. The Contact center solution, provided by ZRG, features some of the latest technological innovations and unmatched capabilities. This was the first time a call center solution form ZRG was included in any such study carried out by Intel Corporation, USA.
Ever since its inception in 1983, TCS Pakistan has continued to lead, the courier and logistics service industry in Pakistan.The management had a clear vision about the upcoming challenges and the need for providing exceptional customer services. For that reason, the company decided to establish a full-service contact center. ZRG deployed a very flexible contact center that enabled TCS to support its customers and also all the other business segments using the multi-modal capabilities of ZRG solution.
Bank Alfalah, a dynamic UAE based bank in Pakistan, was rapidly growing with a network of branches in many cities in Pakistan. The bank is engaged in commercial banking and related services. The banks goal was to continue with its aggressive expansion plans by offering new products while increasing its customer base and at the same time maintain its reputation as an innovating and caring bank.
Maersk is one of the largest liner shipping companies in the world, with a significant presence in Pakistan. Maersk has been experiencing noteworthy growth in terms of business activity and sales volume, and customer base over the years. The incoming call traffic has also seen a substantial increase, resulting in the needs to have a proper system to maintain customer relationship. To overcome this deficiency, the management of Maersk evaluated various available call handling solutions from the market and unanimously decided to award the contract to ZRG International for setting up a multi-modal call center for its three companies.
EFU Life, the largest private sector life assurance company in Pakistan, enjoys more than 50% of the market share in the private sector life premium income. EFU Life has been experiencing tremendous growth in its business in the form of new customers and additional revenues from existing customers. In order to manage communication and increase interaction with its customers, EFU decided to setup a proper Customer Services Center, equipped with the latest tools and technology to help the company in providing timely responses and personalized services to its customers
Indus Motor Company provides a growing range of automobiles for its all age of customer spread across 33 nationwide dealer sales and support through a fully equipped and dedicated Customer Assistance Centre. After ZRG installed latest Contact Center solution at their Customer Assistance Center, Indus Motor Company has been able to provide timely response and support to its customers and while delivering a Delightful Customer Experience.