OUR SERVICE-DELIVERY PHILOSOPHY

ACC Dial-it's quality policy is encompassed in its mission statement. We believe that customer interaction is the most critical component of any customerfocused initiative. This is why ACC Dial-it has resisted the full automation of customer touch-points through the use of IVR systems.

Over the years, the ACC Dial-it call centre has retained its “people touch”, opting for live interaction with customers to enhance our ability to deliver on the customer’s definition of value. Value is created and enhanced through ongoing two-way dialogue between the customer and our advisors, backed by our call centre’s service-delivery philosophy which is based on five key policies: Reliability, Responsiveness, Assurance, Empathy, Tangibles.

Service delivery is further enhanced through the adoption of capacity management strategies that allow for efficient adjustment of capacity to deal with periods of peak demand. This has been made possible by the company's drive to recruit a mix of part-timers and full-timers. This ensures that the call centre has sufficient HR resource to operate on a round-the-clock basis whilst also dealing with peaks and troughs in traffic.

Capacity management strategies are backed by appropriate activity scheduling techniques. Activity scheduling is made in anticipation of demand where advisor ACD groups are preconfigured on the PABX for the routing of calls to the different project teams. Continuous adjustment of the above strategies is undertaken to ensure that service levels are met and that resources meet demand.

Due to the dynamic nature of operations, the normal capacity required needs to be determined on an immediate short-term basis. Call traffic trends are therefore identified by means of recent statistics to forecast demand through the use of “Time Series Forecasting”.