(010) 493 0875 info@motivity.co.za

The expert on the end of the line

It is imperative that the person who answers the phone in your Contact Centre is extremely knowledgeable.

The expert on the end of the line

It is imperative that the person who answers the phone in your Contact Centre is extremely knowledgeable.

One of the first places a customer will call when an ICT need arises is the Contact Centre. You may sell niche offerings or innovations, but your Contact Centre staff may lack a deep understanding of product features and configurations or, if necessary, how to resolve problems that arise.

With Motivity’s solutions, your customers will have knowledge, skills and practical experience at their fingertips.

Contact Centre Support & Services

Our Omni-channel Contact Centre solutions enable your organisation to interact successfully with the customer, whether it be a technical or billing request, through social media or telephonically. Our full immersion into the business allows our technically proficient staff to provide insightful expertise based on our exceptional understanding of the product, systems, networks and the client.

Our Omni-channel Contact Centre solutions enables our clients’ customers to interact successfully with the customer when it comes to social media, billing and technical support.

Contact Centre IT Support & Services
To download our Contact Centre Services and Support brochure click here

Where is our Contact Centre?

We provide two options: either our Contact Centre staff can be situated amongst our client’s, or Motivity can partner with our clients as a complete outsourced Contact Centre provider.
Our services include:

Tier 1

  • Call Management & First Call Resolution – Tier 1 staff need to be able to discern whether the call they have just answered needs to be forwarded on to a technician or whether they can assist the customer themselves. We provide the training or the staff necessary. Despite the fact that Tier 1 staff are usually there for ‘catch and dispatch’ or simple ticket prolems, having a problem solved by knowledgeable staff on the first call goes a long way to gaining brand-loyal customers.
  • Outbound Sales – New offerings and products need to be proposed to potential customers from staff who don’t simply rattle off a script, but instead understand the product or service well.

Tier 2

Tier 2 staff have training above that of Tier 1 staff. They are specialised technical engineers and they handle queries Tier 1 cannot. Queries about:

  • Billing & Accounts – Thanks to our total immersion into our clients’ companies we can, through the Contact Centre, handle complex billing and account queries that come through from their mobile and fixed line customers.
  • Social Media – Social media seems to have taken over society and is often the way people prefer to interact with each other.
  • Technical – Our highly skilled staff are able to offer in-depth technical support to customers on all mobile, fixed, wireless and broadband queries such as, but not limited to 3G, LTE, Fibre, ADSL, DSL, APN, Wi-Fi, WASPs and Networking.

Integrated Field Services

  • If an issue cannot be resolved over the phone or on social media we will dispatch one of our highly skilled Integrated Field Service Technicians to visit the customer on-site to solve the problem.

 

Motivity sees social media as an important tool for their clients: a first line of interaction. At a social media support centre provided and staffed by Motivity, that responder is a highly skilled technical person – the person the customers are wanting and needing to hear from.

 

We believe that providing an exceptional customer and user experience is the quickest and best way to build trust and loyalty with your customers. We want to help build your brand.
Contact Motivity today for exceptional On-site ICT Services and Support across South Africa.
To download our Contact Centre Services and Support brochure click here

Become a hero to your customers

Contact Motivity today for exceptional ICT enablement, services and support solutions across South Africa. Connect with Motivity