Call Center Optimization Consultant

Thies, Thiès Region, Senegal | Sales | Contract

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Call Center Optimization Consultant

Location: Thies, Senegal (travel to Mali)

Language: English and French fluency required 

 

Context: myAgro has two call centers operating in Thies, Senegal and Bamako, Mali. We have approximately 15-20 agents in each call center and are currently in the process of deploying a PABX system through Orange and Kiamo call center software. There is full Orange Money integration in Senegal but not yet in Mali

The purpose of the call center is to support field/ sales activities in enrolling farmers to myAgro packages and collecting payments. In Mali, the call center also sets up appointments for field staff to meet with farmers to collect payments.  

The call center is a pivotal part of our strategy to achieve our North Star - serving 1M farmers in Mali and Senegal by 2026. We envision that we will:

  • Call center agents working off a leads database to enroll new farmers
  • Have separate teams in the call center focused on enrollments and on payments
  • Increase inbound calls slowly over the next few years as “pull” is created
  • Move fully to multiple shifts and weekend working (as this is in line with customer availability)

Objectives of the project: In order to serve as a best in class call center operation that is a key sales channel for myAgro, we envision a 3 month project to design, build and implement the relevant best practices into our call centers. They would include the following:

  • Translating customer satisfaction parameters into processes and SLAs
  • Workforce optimization: agent scheduling and call flows (in line with farmers’ availability across the day)
  • Design and implementation of scripts and call effectiveness 
  • Implementation of appropriate call center metrics, daily reporting and review processes
  • Call center agent and supervisor training (design and implementation)
  • Supervision processes and activities; role of the call center supervisor (design and training)
  • End-to-end lean process optimisation (enrollment, payments, customer service, coordination with the field etc)

Scope: 

  • Two call centers: based in Bamako and Thies. 
  • Software implementation is out of scope but alignment with software processes is critical
  • Processes, tools (scripts etc), reports, training materials and implementation

Project Expectations & Duration: 

July 1 - September 31, 2021

Fees paid on achievement of deliverables NOT time

We expect one consultant to deliver this project, working full time on location (mainly Thies, but Bamako as well for implementation/ training/ monitoring/ follow up)

Deliverables:

  • Lean end-to-end processes for call center enrollment
  • Call center agent plan and tools to re-plan as seasonal demand fluctuates
  • Key scripts for enrollment, payments and delivery
  • Training materials 
  • KPIs and metrics for monitoring performance across the day/ against sales goals/ by agent etc
  • Reports for use by call center and by VP Sales
  • Supervisor checklists and coaching

Key stakeholders:

  • Project Owner: COO, Deepti Mathew

  Assisted by Deputy Country Director, Senegal: Thierno Faye

  • Helpers: 
    • CC Supervisor Mali & Senegal
    • Field Manager Mali & Senegal 
    • Call Center Agents Mali & Senegal
  • Consult
    • Sales Operations Director
    • VP Sales
    • Country Director Mali &Senegal 
    • Product Manager (Tech/ Software/ Hardware)

Proposal format

Please set out the following in a 2 page proposal

1- project plan with milestones on how the deliverables will be achieved and weekly project steering meetings

2 - fees for the project and how they are linked to achievement of deliverables

3 - relevant experience and references for the consultant

If you have questions, email shon.morris@myagro.org