Quality Contact Centers

Quality Contact Centers Quality Contact Centers Moçambique was founded in 2015 in Angola, before opening its offices in Maputo, Mozambique in 2019, as part of the company’s internationalisation and regionalisation process. The company continues to expand and improve its service offerings across a wide spectrum of industries.

Africa Outlook (AO): Briefly introduce us to Quality Contact Centers Moçambique.

Quality Contact Centers (QCC): “We provide specialised services in the areas of contact centre and business process outsourcing.

Our customers’ fields are diversified, from banking, telecommunications, insurance, petrol stations, cable television and concessionaires.

“We adjust our offering to what the customer wants, meaning that we can deliver the service of full outsourcing where the entire operation takes place in our facilities, and we provide the physical space, technology, personnel management and operational management of the service centre.

“Secondly, we offer service in-house, where the operation takes place at the client’s premises and there, we can provide technology and operational management.’’

“Thirdly, we offer a housing option, where we only provide space and technology, and finally, operational consultancy, where we assist in the implementation of contact centres as well as the supply of technology.”

AO: What are some of the ongoing or recent projects that you are most interested in showcasing?

QCC: “Fortunately, the diversity of our markets allows us to be exposed to different cultures. We have an interesting story to

Hermínia F. Samuel | Managing Director

share, concerning the implementation of a call centre system in Namibia that took place during the COVID-19 pandemic.

At that time, travelling was not possible due to restrictions worldwide, and postponing was not an option. We managed to succeed due to a clear execution plan, clear allocation of responsibilities, clear communication layers and clear identification of the project team, which were all crucial on this project.”

AO: What differentiates your business from the competition?

QCC: “We are highly committed in bringing effective value to the table. We are an additional channel that brings information and data, to be used internally as insights to drive transformation, optimise processes, create product offers that responds to both the market and client’s needs.’’

AO: Could you talk about your experience of working in collaboration with MultiChoice?

QCC: “It has been a solid partnership that is evolving with time. Coincidently, MultiChoice has been the first client for both our markets in Angola and Mozambique. We have been

given the opportunity, and we are eternally grateful for it.’’ ‘‘We can now respond to each new challenge in a smart and proactive manner, as it is in our DNA to bring solutions, not problems.’’

“We were awarded the management of the social media hub for both the Angola and Mozambique markets in 2019 and we now respond to queries presented on those channels, we provide outbound and inbound for one of the segmented customers. Multichoice Mozambique is leader in their segmented product and perceived by the market to have an excellent Customer Care Line.’’

AO: Tell us about some of the major challenges faced and how these have been overcome?

QCC: “The process of choosing a partner that provides the services that we do, is taken at the strategic level of organisations, normally in response to the question of “how do we become relevant to our customers?”

“Nowadays, the key differentiator between brands is service, experience, and availability.’’ ‘‘Decision makers within organisations want to be certain that the privacy of customers is going to be preserved and that the customer’s personal data is going to be protected.’’

“We overcome this by sharing the recommendations of customers that have decided to work with us, and by demonstrating that our cyclical methodology of work is effective, covers all angles, and that we partner with premium systems.”

AO: What are your future ambitions and how will these goals be achieved?

QCC: “We naturally intend to consolidate our presence in the markets where we operate.

‘‘Firstly, we want to express our joy at the confidence in this young Mozambican team.

Daily, we learn and research so that we can continue what we have been doing, such as providing better services, helping our customers to increasingly define customer service processes and procedures and using the questions presented, so that management teams of the organisations respond to what the market demands.’’

“Our motto is ‘your customers talk to us as if they were talking to you’.”

AO: How did the company continue operating throughout the COVID-19 pandemic?

QCC: “With our speed of implementation, reaction time, and use of capable technology, we were able to relocate our teams to their houses without impacting the levels of services agreed with our customers.’’

“We also realised that some agents are actually more efficient when WFH (working from home). To this day, we still have teams working from home, based on the optimum results achieved and it is also used as an incentive.”

AO: What are you most proud of regarding the company overall?

QCC: ‘‘The founding partners of Quality, had a dream of implementing an African based company that would bring to the market moderns ways of working, thruswoody, ethical that could positively contribute in its markets that we are operating in. I would like to take this opportunity to pay tribute to Paulo Sergio Sampaio Lavrador, one of the founding parents. His contribution has been immeasurable.’’

QUALITY CONTACT CENTERS Tel: (+258) 84 093 7800 comercial@quality.co.mz www.quality.co.mz

PRODUCED BY AFRICA OUTLOOK MAGAZINE