Call Centre Services

Contact Center Outsourcing Support Enhances Customer Support for FCT-IRS

Client Requirements: The Federal Capital Territory Inland Revenue Service (FCTIRS) sought to optimize its citizens' and taxpayers' access channels, aiming to manage phone, email, and web chat interactions more efficiently. They recognized the need to partner with a ICT company specializing in contact centre services, customer management and multi-channel support. Their goal was to streamline interactions and enhance service quality through a seamless outsourced contact center model, ensuring efficient and effective communication across all platforms.

Solution: An outsourced contact center model was implemented to optimize these access channels, handling various forms of communication and improving customer interactions.

Result: Over more than two years of collaboration, we have successfully streamlined communication channels and enhanced customer management, delivering seamless interactions for FCT citizens and taxpayers.

Interra Networks delivered a comprehensive On Premise Contact Centre Services to the Joint Admissions Matriculation Board (JAMB)

Client Requirements: The Joint Admissions and Matriculation Board (JAMB) conducts the Unified Tertiary Matriculation Examination (UTME) in Nigeria. JAMB needed to manage a high volume of inquiries and complaints for the 2024 UTME and mock exams, requiring a more effective communication system.

Solution: Interra utilized its expertise in call center solutions to create a customized on-premise Call Centre, the "JAMB Situation Room," equipped with advanced tools and a trained team to manage inquiries and complaints for the mock exam and the 2024 UTME

Result: The JAMB Situation Room improved response times and stakeholder satisfaction, streamlining communication and enhancing the overall efficiency of the examination process.

Interra Networks provided Managed On Premise Call Center service to National Agency for the Control of AIDS (NACA)

Client Requirements: The National Call Centre on HIV/AIDS and Other Related Diseases (NCCH), an initiative by NACA, needed an efficient way to manage information dissemination on HIV/AIDS and related diseases while ensuring the center remained fully operational.

Solution: Interra managed the on-premise Call Center by providing staff and implementing processes to keep the center operational. NACA owned the technology infrastructure, while we handled the management of technology and operations.

Result: The collaboration ensured the NCCH effectively disseminated critical information on HIV/AIDS and related diseases, maintaining high operational efficiency and service quality.

Enhancing Customer Experience and Satisfaction During the COVID-19 Pandemic with a Comprehensive Complaints Management System.

Client Requirements: During the COVID-19 pandemic, the NPHCDA was tasked with managing health-related inquiries, complaints, and requests on a national scale. With an unprecedented surge in public engagement, there was an urgent need for a centralized system to handle these communications efficiently, ensuring that citizens’ concerns were addressed promptly and accurately.

Solution: Interra Networks came to the agency's rescue with effective solutions-Complaints Management System (CMS) as part of its outsourced contact center services. The system was designed to act as a seamless interface for viewing, managing, and responding to complaints and requests from across the country. Key features of the CMS included:

Centralized complaint tracking: Provided a unified platform to log all complaints and requests in real-time.
Data-driven insights: Offers detailed reporting and feedback loops to enhance decision-making.

Result: The CMS significantly improved customer experience, increased satisfaction, and enhanced feedback for NPHCDA.

Interra Networks Provided Inbound Call Center Support Services to a PENCOM

Client Requirements: As the regulator for Pension Fund Administrators (PFA),PENCOM is charged with a momentous mandate to provide pensioners with easy access channels to lodge their complaints and make enquiries about pension fund managers.

Solution: Leveraging years of experience,Interra provided PENCOM an outsourced multilingual service managed by our team of professionals.

Result: This has enabled the commission to deliver exceptional customer service to its public and has in turn boosted confidence amongst pensioners.

On-Premise Contact Centre Services for the National Agency for the Prevention of Trafficking in Persons (NAPTIP)

Client Requirements: The high rate of human trafficking in Nigeria and inability of citizens to report cases prompted the National Agency for the Prevention of Trafficking in Persons (NAPTIP) to provide the public with a means to ask questions,lodge complaints and provide tips.

Solution: Interra deployed the NAPTIP contact centre,trained agents and provided technical support & maintenance to ensure the service is available to the public.

Result: Today you can call 0800CALLNAPTIP or send an email to a courteous and knowledgeable agent that can assist you.

Outsourced Call Centre Services for the National Identity Management Commission (NIMC)

Client Requirements: The National Identity Management Commission (NIMC) required an efficient and consistent support system to manage inquiries and complaints related to National Identity Card registration. The goal was to provide uniformity in delivering support to IMAC (Identity Management and Authentication Center) customers and ensure high-quality service across various touchpoints.

Solution: We established an outsourced call center specifically designed to meet the needs of NIMC:

General Information Support: The call center was equipped with a comprehensive knowledge base to provide detailed and accurate information about National Identity Card registration processes and requirements.
Inquiries and Complaints Handling: Implemented robust procedures for managing customer inquiries and complaints, ensuring that issues were addressed promptly and effectively.
Uniformity and Consistency: Developed standardized response protocols and trained call center agents to ensure a consistent service experience for all IMAC customers.

Result: The call center successfully delivered consistent and uniform support to IMAC customers, improving the overall efficiency of handling inquiries and complaints.

Visa Information Services for the United States Department of State (English-Speaking West Africa)

Client Requirements: The United States Department of State needed to streamline the process for visa appointments across multiple English-speaking West African countries. The goal was to provide secure, reliable, and professional services to individuals seeking visa appointments, ensuring high-quality support through various communication channels.

Solution: Need To Make A Visa Appointment From Nigeria,Ghana,Liberia, The Gambia or SierraLeone? Chances are you spoke to one of our friendly and professional agents or supervisors. Call,email or chat with our professional staff,and world-class processes,we Provide Clients With Secure And Reliable Services.

Result: The call center successfully managed visa appointment scheduling and inquiries for clients across Nigeria, Ghana, Liberia, The Gambia, and Sierra Leone. By offering support through multiple channels and maintaining high standards of professionalism and security, the service enhanced client satisfaction and streamlined the visa application process.

Outsourced Call Centre Services for the National Identity Management Commission (NIMC)

Client Requirements: When the regulator for telecommunications services decided to provide Nigerian consumers with a voice to lodge complaints and ask questions about the industry and the licensed operators,they turned to Interra Networks to not only provide the service,but also design the back-end processes.

Solution: We implemented a comprehensive outsourced contact centre and consulting solution tailored to the needs of NCC. The NCC Contact Centre deals with massive amounts of data that the regulator needs converted to actionable information; Interra Networks provides this service for the NCC.

Result: The contact centre successfully managed public inquiries and support requests, improving the efficiency and responsiveness of NCC’s customer service.

CATI Services

Assessing Customer Satisfaction and Relationship Dynamics: A Comprehensive Survey for a Leading Commercial Bank in Nigeria.

Client: IPSOS Nigeria

Industry: Market Research & Polling Services Industry

Client Requirements: IPSOS NIGERIA LIMITED, based in Lagos, Nigeria, sought to evaluate customer satisfaction and interpersonal relationships for a leading Commercial Bank through a comprehensive survey. The project aimed to assess the Bank’s products and services, providing valuable insights into customer experiences and interactions. The total sample size was 5,000 customers of the bank and the completed surveys had to be delivered within 4 weeks.

Approach: We deployed a CATI application with 20 multilingual agents fluent in Hausa, Yoruba, Igbo, English, and Pidgin. Using custom questionnaires, we focused on real-time data capture, quality checks, and daily call recordings. Our agents received detailed project briefings and training, while Quality Assurance agents cross-checked voice and data records.

The Result: We delivered 91% conversions as against the client's expectation of 70%.

CATI Services for Telecommunications Customer Satisfaction Research

Client: IPSOS South Africa

Industry: Market Research Industry

Client Requirements: Our client, a market research firm based in South Africa, sought to gather and analyze customer feedback from a major telecommunications provider in Nigeria. Their goal was to evaluate satisfaction with the provider's products and services and compare performance against competitors. They turned to Interra Networks for our expertise in delivering thorough and effective market research solutions to meet these objectives.

Sample Sizes for CATI Surveys:

NPS for Major Telecom Provider: 1,800 participants, conducted quarterly
Digital Services for Major Telecom Provider: 1,200 participants, conducted bi-annually
Various Projects: 500 participants, typically one-off surveys
NPS Fintech for Major Telecom Provider: 1,210 participants, conducted bi-annually

Approach: We deployed a CATI application with 25 multilingual agents fluent in Hausa, Yoruba, Igbo, English, and Pidgin. Using custom questionnaires, we focused on real-time data capture, quality checks, and daily call recordings. Our agents received detailed project briefings and training, while Quality Assurance agents cross-checked voice and data records.

The Result:
Surveys attained greater accuracy, aiding in more informed decision-making.
Competitor information on similar products and services.

Jobberman - CATI Research Solution

Client: Jobberman Nigeria

Industry: Human Resources Consulting Services

Client Requirements: Jobberman, a leading player in the Human Resources Consulting Services industry, faced a rising challenge due to the increasing difficulty job seekers encountered in finding and applying for suitable positions. To address this, Jobberman sought to conduct comprehensive research to gauge user perceptions and the effectiveness of their services. Specifically, they needed insights into how employees and job seekers rated the services provided by Jobberman, as well as whether employers were successful in finding suitable candidates and if job seekers were securing job offers through the platform.

Approach: We provided a state-of-the-art Computer-Assisted Telephone Interviewing (CATI) research solution tailored to meet their needs. Key components of the solution included:

Telephone Interviews
Provision of CATI Tool
Professional Operators fluent in English language
Quality assurance monitoring
Data management and transmission
Provision of call recordings for outbound calls made each day

The Result: Accurate responses from employers and Job seekers on job placements.

Transforming customer insights with a 99% accurate CATI survey, setting unmatched precision and quality standards

Client: GeoPoll

Industry: Full-Service Research Firm

Client Requirements: GeoPoll, a pioneer in mobile-based research methodologies across Africa, Asia, and Latin America, has been at the forefront of remote data collection since 2012. Known for its innovative mass survey techniques via text message, GeoPoll now supports humanitarian organizations, governments, and leading brands with high-quality data through various mobile modes. They required an advanced solution to measure the impact of Covid-19 on agricultural households in five Northern Nigerian states-ADAMAWA, BORNO, KATSINA, YOBE and ZAMFARA.

Approach:

We provided a state-of-the-art Computer-Assisted Telephone Interviewing (CATI) research solution tailored to meet their needs. Key components of the solution included:

10-15 minutes telephone Interviews of 5,200 respondents
Provision of CATI Tool
Professional Operators fluent in English language
Quality assurance monitoring
Data management and transmission
Provision of call recordings for outbound calls made each day

The Result: Accurate feedback from respondents on how the pandemic has affected their agricultural activities, income and the impact on households.

KNCV Challenge TB Project

Client: KNCV Tuberculosis Foundation

Client Requirements: KNCV is one of the few global organizations that dedicate itself exclusively to the fight against TB. KNCV has developed into a renowned hub for knowledge and expertise on TB – control. Based on their interest to eradicate TB from Nigeria and make the information on TB and free services available to the public, they decided to enhance their public outreach delivery capabilities.

Approach: Outbound Call campaign to raise awareness on the dangers of TB and how suspected or confirmed cases can be treated.

A 15 minute survey was conducted with 18 questions for 10,000+ respondents. 5 interviewers conducted the survey.
Daily provision of reports on activities carried out
Daily Quality assurance monitoring
Provision of call recordings for outbound calls made each day
Final report capturing the activities and outcome of the entire project
Provision of call recordings for outbound calls made each day

The Results:
Providing easy access to the public on basic information on TB and where to access the free services
Providing an avenue for Reporting extortion of money from the Public.
Increasing the number of public outreach

Client: World Bank (ANJIMS)

Client Requirements: In the World Bank's ACCESS NIGERIA program aimed at enhancing job opportunities for Nigerian graduates, a comprehensive strategy was implemented to ensure the empowerment of students and applicants. This strategy included three key components: ASSESSMENT, TRAINING, and CERTIFICATION, all designed to foster job creation.
To evaluate the effectiveness of the program, CATI Services were engaged to conduct follow-up assessments and measure the program's impact on participants.

Approach:

Outbound Call campaign to raise awareness on the dangers of TB and how suspected or confirmed cases can be treated.

Target list Cleanup
- Outbound Campaign to target list to verify and update Client information.
Professional Operators fluent in Hausa, English and Pidgin language
Incentive sent to respondent after completed survey
Conducting periodic multi-lingual, outbound call campaigns and surveys (Impact Assessment) for various World Bank programs.
- Daily provision of reports on activities carried out
- Daily Quality assurance monitoring
- Provision of call recordings for outbound calls made each day
- Email Campaign on questionnaire to Target list
- Final report capturing the activities and outcome of the entire project

The Results:
Increased Job creation for youths
Updated and Accurate Client information on database.
Improving information dissemination via integration with the Call Centre

Software Development Services

MedAdher

Nowadays, an essential aspect of healthcare is ensuring that patients adhere to their medication regimens. MedAdher is a comprehensive digital adherence platform designed to help disease programs monitor and support patients effectively. By using innovative technologies like IVR (Interactive Voice Response), SMS, USSD, and smart pill boxes, MedAdher provides real-time updates and reports on patient adherence, ensuring seamless communication between patients, caregivers, and healthcare providers.

MedAdher is easy to use and provides numerous benefits, including automated alerts and reminders when patients miss doses or deviate from their prescribed regimen. The system generates detailed email reports, helping healthcare professionals stay informed and intervene when necessary.

The goal of MedAdher is to enhance patient outcomes, reduce non-adherence, and ensure a collaborative approach to healthcare. With its automated reports and real-time alerts, MedAdher empowers healthcare teams to take timely action, improving patient care and overall program efficiency.

Complaints Management System for Central Bank of Nigeria

To enhance the Central Bank of Nigeria's (CBN) ability to perform its regulatory functions efficiently, a robust system was needed to streamline the collection and management of customer complaints from all 34 money deposit banks on a daily basis.

Interra Networks software role in developing the Consumer Complaint Management System (CCMS) for the Central Bank of Nigeria (CBN) involved creating the platform- a proprietary CRM application that provides a centralized dashboard for managing complaints across the banking sector, along with automated workflows and a ticketing system as well as integrated the CCMS with third-party applications used by 23 banks, creating APIs that allow data exchange. Additionally, developed a web-based portal, implemented data migration and clean-up, ensured security through site-to-site connections and SSL authentication, and provided training for CBN and commercial bank teams. Post-deployment, Interra offers ongoing support and maintenance to ensure the system runs smoothly.

Open Data Portal for Federal Ministry of Communication

The Open Data Portal, an initiative by the Federal Ministry of Communication, aligns with Nigeria's E-Governance strategy and master plan. It provides a platform for Federal Government Ministries, Departments, and Agencies (MDAs) to regularly publish non-sensitive datasets online in a machine-readable format, enabling easy access for citizens and other stakeholders

Interra Networks' role in the Open Data Portal project is to develop and implement a comprehensive tool for capturing datasets from Federal Government Ministries, Departments, and Agencies (MDAs) under the Ministry of Communication. This includes managing the integration and filtering of existing data to ensure its accuracy and relevance. Additionally, Interra will create and deploy APIs to facilitate seamless access to the datasets, enhancing the portal's functionality and usability for citizens and stakeholders.

Website Development for Independent National Electoral Commission (INEC)

INEC is set to redesign its current website to incorporate modern design elements and enhance its functionality, aiming to create a world-class web portal for election information and interaction with the Commission.

We are involved in developing and improving the INEC website. One of our important goals is to see that he revamped website will offer a comprehensive range of features, including voter information, candidate and party details, election updates, forums, and dedicated mini-portals for voter education, observer information, results reporting, candidate applications, employment opportunities, payment processing, and procurement bid submissions. Integration with existing systems such as the Election Management System, GIS, voter registry, and EMS will ensure seamless data flow and operational efficiency.

Nigeria Seed Information Management System(NIGSIMS)

In today's rapidly evolving agricultural sector, ensuring access to high-quality seeds and streamlining the seed supply chain is crucial. The NIGSIMS platform is designed to revolutionize the Nigerian agricultural seed marketplace, creating both wealth and job opportunities for participants by advancing the liberalization of the seed supply chain.

NIGSIMS accomplishes this by fostering a new wave of entrepreneurs who can engage in the trading of high-quality seeds. This initiative aims to bridge the gap between seed producers, traders, and farmers

Its core objective is to facilitate the distribution of quality seeds to farmers, ensuring that they have access to certified and suitable varieties at competitive prices.

The solution offered by NIGSIMS includes numerous benefits: it features a user-friendly interface, enhances access to quality seed and information by automating NASC processes, supports farmers in obtaining certified seeds, and identifies potential partners and innovative entrepreneurs.

Complaints Management System for Nigeria Communications Commision

In fulfillment of a key portion of its consumer protection mandate, the Nigerian Communications Commission (NCC) is desirous of implementing a central, cloud-based Consumer Complaints Management System (CCMS) that will provide the Commission with full visibility to industry-wide complaints regardless of the channel used by the consumer.

Interra Networks software team role is to develop a modular, web-based central platform that will enable the NCC to receive and process complaints data from the entire ecosystem of stakeholders. Beyond collecting complaints data, it’s equally important that when collected, the data is properly and securely processed to ensure that:

Issue resolution is accomplished across all necessary stakeholders and easy-to-interpret reports are available to drive “fact-based” decision making.
The NCC has sufficient real-time information to further assist in the management of their OCCSPs.

Customized Suite CRM solution for a healthcare organization

Client Requirements: Integrated Healthcare Limited, a prominent healthcare organization, sought to enhance its customer service operations to better manage patient interactions and streamline internal workflows. The primary objectives were to improve case management, profile management, and information access across the organization.

Solution: We implemented a customized Suite CRM solution designed specifically to meet the needs of Integrated Healthcare Limited. The solution included the following key components:

Case Management: Automated tracking and management of patient cases, with features for reminders, follow-ups, and detailed analytics.
Profile Management: A centralized database for storing and managing patient profiles, ensuring secure and efficient access to personal and medical information.
Knowledge Base: A centralized repository for medical guidelines, protocols, and FAQs, with advanced search capabilities for quick information retrieval.

Its core objective is to facilitate the distribution of quality seeds to farmers, ensuring that they have access to certified and suitable varieties at competitive prices.

Results: These improvements led to faster case resolution, increased efficiency in handling patient information, and higher service quality, ultimately boosting patient satisfaction and operational effectiveness.

Customer Relationship Management Solution For SIGMA Pension

Client Requirements: SIGMA Pensions, a leading pension fund administrator, faced the challenge of managing its growing customer base while ensuring top-notch customer service and efficient operations. They needed a solution to streamline customer interactions, automate key processes, and provide actionable insights into customer behavior to improve service delivery and customer retention.

Solution: Interra Networks Provided Sigma pension a CRM tool,which afforded them a 360 view of customer and prospects enhance salesforce automation and increase customer retention.

Results: Interra Networks’ CRM solution for SIGMA Pensions transformed their customer service operations, allowing the company to efficiently manage its customer base and offer enhanced service delivery.

Deployment Consumer Relationship Management (CRM) Application and ITSM Tool For Phase 3 Telecom

Phase 3 Telecom, a leading telecommunications company, required a comprehensive Consumer Relationship Management (CRM) solution and an IT Service Management (ITSM) tool to enhance its customer service operations and internal IT processes.

Interra Networks delivered a customized CRM application and ITSM tool for Phase 3 Telecom, featuring a user-friendly web-based portal and database. The solution included automated workflows, case management, activity tracking, and reporting capabilities, all integrated with core business applications through APIs. Customized dashboards provided real-time insights, while advanced security features ensured data protection. In addition to developing and deploying the system, Interra provided training, knowledge transfer, and ongoing post-deployment support to optimize operations and ensure smooth, long-term performance.

This comprehensive solution resulted in improved efficiency, streamlined workflows, and better decision-making capabilities, allowing Phase 3 Telecom to provide a higher level of service to its customers while maintaining a secure and integrated IT environment.

Toll-Free and Non-Toll Free Vanity Number Services

Integration of Toll-Free Numbers for the United Nations World Food Programme (WFP) in Nigeria

Background: The United Nations World Food Programme (WFP) is dedicated to addressing hunger and food insecurity globally. In Nigeria, WFP required a reliable telecommunications solution to facilitate effective two-way communication with the communities they serve.

Challenges

Coordinating with multiple network service providers to ensure consistent and reliable short code access.
Ensuring that the toll-free numbers were accessible across all regions of Nigeria.
Providing a robust system to handle high volumes of calls without downtime or disruptions.

Solutions Provided: We integrated and configured the WFP short code "1333" with network service providers, ensuring seamless call routing to the WFP Call Centre through a reliable telecommunications system.

The Result: The service ensured nationwide accessibility and provided a reliable system capable of handling high call volumes efficiently, supporting WFP's operational needs seamlessly.

Breakthrough Action Nigeria National TB Hotline (3340)

Background: Breakthrough Action Nigeria required a toll-free number to facilitate nationwide access to their National TB Hotline. The goal was to route calls from all network providers efficiently to their dedicated call center.

Solutions Provided: Interra Networks leveraged its Special Numbering Platform to handle the routing of the toll-free short code "3340" to the National TB call center. We managed the integration of the short code with aggregators for USSD services, including the design and integration of USSD services with network operators and third-party systems. Additionally, we acquired the shortcode on behalf of Breakthrough Action.

The Result: Our solution ensured seamless call routing and effective USSD integration, providing Breakthrough Action Nigeria with a reliable, nationwide communication channel for their TB hotline.

Plan International Toll-Free Helpline Service

Background: Plan International required a long code toll-free helpline service, to support their communication efforts and provide accessible support to their stakeholders.

Solutions Provided: We facilitated the acquisition, integration and routing of Plan International's special toll-free number- 0800 220 0100, with network service providers, ensuring seamless connectivity to their dedicated call center.

The Result: Our solution enabled effective routing of calls to Plan International's call center, providing a reliable and accessible helpline service for their stakeholders.

Central Bank of Nigeria (CBN) Telecommunication VAS Services

Background: The Central Bank of Nigeria (CBN) sought advanced telecommunication value-added services (VAS) for IVR, USSD, and SMS functionalities, requiring short code acquisition and system integration.

Solutions Provided: We acquired the short code number “959” for CBN and integrated them with aggregators for USSD content services. Additionally, we provided comprehensive system integration services to support their IVR, USSD, and SMS operations.

The Results: Our solutions facilitated the seamless implementation of CBN’s VAS, ensuring effective integration and operation of IVR, USSD, and SMS services.

Marie Stopes Short Code Integration

Background: Marie Stopes' required integration of its short code number "22252" to facilitate interactions with their call center and support their outreach efforts.

Solutions Provided: We managed the integration and routing of Marie Stopes' shortcode "22252" with network service providers, ensuring seamless connectivity to their call center.

The Result: We successfully integrated and routed the short code "22252," ensuring reliable and efficient communication between Marie Stopes and their call center.

Hawthorn Suites Non-Toll-Free Helpline Service

Background: Hawthorn Suites required a long code non-toll-free helpline service, to support their communication efforts and provide accessible support to their stakeholders.

Solutions Provided: We facilitated the acquisition, integration and routing of Hawthorn Suite's special toll-free number- 0700 220 1188, with network service providers, ensuring seamless connectivity to their dedicated call center.

The Result: Our solution enabled effective routing of calls to Hawthorn Suites call management tool, providing a reliable and accessible helpline service for their stakeholders.