Services

List of Services

Exponent Bizolution prides itself in the business of Customer Service Management and Consultancy Services in order to help it's clients meet their organizational goals of both customer attraction and retention. Our Core Services include.

Inbound & Outbound call center management

Supporting already acquired customers and ensuring they are retained while efforts are made to attract new ones are critical in the life of any organization. How this is affected speaks volumes of the organization. The In-bound customer service delivery is at the peak of this responsibility. At Exponent, we ensure that all the different channels that can be deployed for Best Customer Experience are supported.

VOICE

Customer service is probably the most well-known function of an inbound call center. An inbound call center receives incoming calls from customers. The Support teams typically monitor inbound centers since the calls tend to come from existing customers with issues to be resolved, questions to be answered or even new businesses to be initiated. How these are handled to delight the customer and encourage them to stick around is important. Exponent Bizolution personnel having had several years of experience in this area understands the customers psyche and knows how to deal with different scenarios.

DIGITAL

We undertake leveraging information about customers and their environment to improve the quality of an interaction. Such information includes Location, presence, social attributes, communication mode and historical data used to anticipate needs. Real time situational awareness is also applied. Organizations easily pass across information regarding their products and services including promotions through this medium.

The mode deployed for persistent and seamless real time transfer of customer context/request and data for best customer experience include:

Email: Use of Email to reach and interact with customers
Chat: Customers are engaged in Chat rooms where their questions are answered. Information on new developments are also passed across
SMS. Typical SMS services. This has a great personal effect on customers

These are what we have experience in and they are what we offer to our clients with pride.

An outbound call center, a business activity where a collection of call center agents make outgoing calls to prospective or existing customers which is usually technology enabled and typically uses a predictive dialer ensures that large numbers of calls can be made per hour to deliver information to customers.

At Exponent, we understand the value of an out bound call center and have positioned ourselves to provide the best of services to our clients.

RETENTION CAMPAIGN

We at Exponent Bizolution understand Customer marketing such as customer retention strategies that brands use to build trust and customer loyalty, stand out from competitors, stay top of the mind and ultimately drive buyers back to their business again.

Simply put, they are loyalty marketing and they essentially help in keeping customers engaged, happy, and spending. They could include offers like bonus offers, additional incentive etc.

Each product and/brand has its own unique feature and requirement. These are the things we identify before designing an effective Retention (Loyalty) Campaign for a brand. But one thing that is guaranteed is that when we design and implement a Retention Campaign program, the brand benefits and goals are met.

UPSELLING CAMPAIGN

When you sell a superior, more expensive version of a product that the customer already owns (or is buying), an upsell is said to have taken place. It is more of a persuasive strategy and makes customers to spend more while still remaining a customer. Upsell can be achieved through strategies like version upgrade, customization, extended service period, etc.

The critical thing is that the Upsell offered must be the one that must boost sales, retain customers and meet the overall objectives of both the brand and the customer.

We understand the demands and expectations of customers and strive to design effective upselling campaign for that brand. That is our specialty. That is what we offer our clients. They are always satisfied with our methodology.

CSAT SURVEY

Customer satisfaction surveys measures the customer satisfaction score. It is a basic measure of how happy or unhappy the customer was with an experience with a product or service, or with a specific interaction with the customer service team. With that potential problems both at the individual and aggregate level can be diagnosed. More importantly, it allows you to improve over time.

Because we can say that we understand what Customer Satisfaction Survey means, its relative importance to every organization/brand. we are always in a good position to design survey questions as well as when, where and how to administer it. What more, we do them base on Industry Best Practices.

We therefore take delight in offering robust and objective Customer Satisfaction Surveys for our clients to enable them make informed business decisions.

DEBT COLLECTION

Outbound Call Centre is fast gaining ground in debt collection leaving the Finance team with other technical functions.

Primarily, the personnel must work with an invoice before making the call. The key objectives include finding out if the client has received the invoice, why the invoice has not been paid, when it would be paid and more follow up.

We understand this process and this we pass across to our clients as we set them up to function efficiently.

Software development & technical support

The services we offer, owing to our unique positioning in partnership with world class companies and the original equipment manufacturers (OEMs) are rather extensive.

To position ourselves to be a major player during the Fourth Industrial Revolution (4IR), we have partnered with Sangtech Technologies of India, founded in 2009. Sangtech Technologies has grown to serve various clients across Africa and USA in the past 12 years.

Our services include Application Development, Database Consulting, Business Intelligence, Web Designing, Mobile Application Development and Web Portals. We attain this by adhering to verify processes and management presentation metrics incorporated in our core services.

Exponent Bizolution Ltd draws from an experienced base of personnel whilst maintaining a personalized form of business relationship with clients. It is managed by a team of vibrant and innovative professionals who have acquired a vast wealth of relevant industry experience. We are positioned as key solution consultants, developing strategic relationships with core technology providers like Microsoft, Dell, and Cisco. The ultimate in consultation, skills diversity, and adaptability to meet client expectations are the very strengths of our company.

Our focus is to enable our customers focus on their core businesses, and achieve a competitive advantage by the strategic and cost-effective application of technology to their business processes. Our solutions span a wide array of industry standards and platforms targeted at adding immediate value to the client. Therefore, our software solutions stack is based on J2EE and .NET, two platforms that are championed by industry leaders Microsoft and Sun Micro Systems. These solutions implement open standards such as XML and XML-Web-Services, HTTP, SOAP, JAAS, LDAP, IMAP and SMTP thereby allowing anyone to leverage and extend the underlying standards-based vision and architecture of our solutions. This puts us in the forefront of delivering today’s best practice business application solutions.

Human Resource Management & Certification

In a world where specialization is becoming a norm, organizations cannot afford to cut corners, They also cannot afford to be burdened with some jobs that are not their business core roles and functions. Customer care have consistently shown that it requires the best professionals to offer the best Customer care experience.

Because we are specialists in this area, we seek to manage these essential Customer Care routine roles and responsibilities for and on behalf of our clients by deploying our well trained personnel thus creating more time for in-house employees to focus more on their primary strategic responsibilities. We have well trained Customer care personnel on standby to be seconded to our clients at all times.

Exponent Bizolution works with the client to understand its personnel and work needs, provides advice and resources to meet them in a satisfactory manner. we understand perfectly the job roles of Customer Care Executives. We painstakingly draw up responsibilities for each role. With that we are able to identify the best fit for the organization's demands and able to recruit personnel to fill those positions.

Our clients are assured that our recruits are always top professionals with quality skills and the character to carry out their assigned duties in a professional manner.

CUSTOMER SERVICES TRAINING

Exponent Bizolution has a pool of Customer care faculties to undertake training for our clients. For every aspect of Customer Services, we boast of at least three (3) well trained and experienced instructors who can train our clients staff for effective and efficient service delivery.

Over time, we have compiled and produced curriculum for Customer care Roles with best Global Practices in mind. We have also developed programs and are able to develop industry specific programs for customer care requirements. Our programs are routinely reviewed and reversed to take into account current needs and developments in the Customer Care profession.

We offer both on site and off site trainings for our clients.

CUSTOMER EXPERIENCE (CX) SATISFACTION

Customer Experience (CX) is a holistic concept that includes every interaction between the customer and the organization - from initial awareness to the appreciation. It concerns the before, during and after a purchase, delivered service, or experience.

CX revolves around three dynamics - the customers’ actual and perceived experience, the experience the organization designs and desires for the customers, and the co-creation aspect. CX lies at the intersection of organization and customer. Hence, organizations and customers both create and shape CX.

Customer Experience impacts customer satisfaction, customer loyalty, the probability of customers to refer your business to their friends, and finally the likelihood of customers to remain your customers. Indirectly, it also influences your employee experience.

Organizations need to always design processes, activities and programs that will ultimately lead to CX satisfaction. This could be done by identifying the desired target group(s) of your organization. There is also need to develop a brand theme that will be consistently used to design all elements of customer experience. The CX should be unified and must tell a compelling company story for CX satisfaction

At Exponent, that is what we do. We design affective CX Satisfaction models for our clients to boost their market share, retain their old customers and attract new ones.

HUMAN CAPITAL OUTSOURCING

In a world where specialization is becoming a norm, organizations cannot afford to cut corners, especially in the Customer Care department. Being that we are specialists in this area, we seek to manage these essential Customer Care routine roles and responsibilities for and on behalf of our clients by deploying our well trained personnel thus creating more time for in-house employees to focus more on their primary strategic responsibilities. We have well trained Customer care personnel on standby to be seconded to our clients at all times.

Exponent Bizolution works with the client to understand its personnel and work needs, provides advice and resources to meet them in a satisfactory manner.

RECRUITMENT

Customer service duties and responsibilities generally include answering phone calls and emails, responding to customer questions and complaints, and walking customers through basic troubleshooting or setup processes. For sales customer service representative, customer service duties and responsibilities will include selling products and service to clients and processing payments.

At Exponent, we understand perfectly the job roles of Customer Care Executives. We painstakingly draw up responsibilities for each role. With that we are able to identify best fit for organization's demand and able to recruit personnel to fill those positions.