1 minute read
OVERVIEW
FREQUENTLY ASKED QUESTIONS FOR THE CALL CENTRE AGENTS
OVERVIEW
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The UCDA Call Centre started operations in 2020. A Toll free line 0800353530 was procured from Airtel and installed at Technobrain Offices on 4th Floor, Statistics House.
It is expected to inform clients about its services and also receive feedback from them. Outsourcing this important activity to Techno Brain which has vast experience in Call Centre Operations including regional presence gives us confidence in its ability to deliver.
The Call Centre is manned by two agents who work from 8am to 5pm from Monday to Friday. During the off hours, the system captures the callers’ numbers and the agents call them back at the earliest possible time.
The agents have been trained to provide necessary information to callers. They have also been with equipped coffee handbooks (soft and hard copies) and other relevant material to guide them including lists of extension staff in the regions, of certified nurseries and so on. In the event that they are unable to handle a particular issue they have a list of Subject Matter Specialists to whom they escalate the issue. Subject Matter Specialists have been advised to respond in real time for the Call Centre to be effective.
