The Head of Consumer and Corporate Affairs at the National Communications Authority (NCA), Mrs Nana Defie Badu, has urged companies to learn and adopt innovative ways to meet changing needs of consumers.
She said with the fast pace of the use of Information and Communication Technology (ICT), consumers had become more dynamic through changing trends of their needs, hence the need for companies to adapt to the changing patterns to be successful.
Mrs Defie Badu thus reminded businesses that human interaction was now a vital tool for total customer satisfaction, hence the need for contact centres to help increase customer satisfaction and accessibility to customers.
She was speaking at an ICT forum on the theme, “Utilising Contact Centres as a Business Solution” organised by the Ghanaian-German Economic Association (GGEA) in Accra.
The GGEA,in co-operation with the Delegation of German Industry and Commerce in Ghana (AHK), offers substantial information and assistance to its clients with the main ambition of trade promotion, networking, and market-entry support for both members and non-members.
The President of the GGEA, Mr Stephen Antwi, explained after the forum that it was high time companies embraced the idea of contact centres so that they could keep in touch with their clients.
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The Director of Strategy at the National Information Technology Agency (NITA), Mr Tony Bediako, reiterated that broadband had become a critical infrastructure prerequisite, as ICT bears considerable impact in the creation of information society.
He said broadband was serving as the foundation for economic growth, job creation, global competitiveness and a better way of life, adding that it was facilitating the development of the entire ICT-enabled sector and unlocking vast new possibilities and also re-engineering existing businesses and industries.
The Customer Service Manager of Beige Capital, Mr Godson Kofi Davies, speaking on the topic, “Case study of financial services contact centre best practices”, said a contact centre was a facility used by companies to manage most client contacts through a variety of media such as telephone, website, letter, e-mail and increasingly online live chat.
He explained that contact centres offered convenience, efficient, easy access to information, and helped to monitor service quality levels and handle calls more professionally.
A former Managing Director of Exceed Ghana Limited, Mr Edwing Provencal, in his presentation, stressed the need for proper treatment of call centre agents.
By Jessica Acheampong