Call and contact centres in Botswana
Inbound and outbound call centres for Botswana businesses: queues and routing, agent states, recording, live wallboards and reporting, and outbound dialing that works with the systems your agents already use.
What the work covers
A call centre is a phone system with a job to do and a supervisor watching it. The setup has to route calls well, and the reporting has to show whether the floor is keeping up today, not at the end of the month.
Inbound
Call queues and routing rules by department, skill or language, with overflow when a queue backs up and a sensible message while callers wait. Agents log in, set their state, and calls go to whoever is actually available.
Outbound and dialers
Agents dialing from a list, or a dialer working through it for them, with outcomes written back to the record. We are the dialer integrator for a debt-collection operation in Botswana, where the dialer, the phone system and the collection system have to agree on every call.
Recording
Calls recorded where you are required to keep them, stored and searchable, with access limited to the people who should be listening.
Wallboards and reporting
Supervisors should see what the queue is doing right now: calls waiting, longest wait, abandoned, handled, agents available. Historic reports cover the rest, but the live view is the one that changes what happens on the floor.
- Direction
- Inbound + outbound
- Routing
- Queues · skills · overflow
- Outbound
- Dialer + system integration
- Recording
- Per queue or per agent
- Reporting
- Live wallboard + historic
- Area
- Gaborone and across Botswana
Questions we get asked
4 ENTRIES
Q.01 Can you build a call centre on our existing phone system?
Often, yes. Many IP PABX systems can run queues, agent logins and recording once they are configured for it. If yours cannot, we say so and price only what is missing.
Q.02 Can the dialer work with our own system?
That is the main point of the integration work. Numbers come from your system, calls are placed through the PABX, and outcomes go back to the record, so nobody retypes what happened on a call.
Q.03 Can supervisors listen in?
Where the platform supports it, yes: listen, whisper to the agent, or join the call, each controlled by permission.
Q.04 Who looks after it once it is running?
We do: changes to queues and routing, new agents, faults and upgrades, on call or under a service-level agreement.
The rest of the set
SIX SERVICE SHEETS · ONE CONTRACTOR
- 02.1
Structured cabling
Copper, fibre, containment and racks, tested and labelled.
- 02.2
PABX & VoIP
IP phone systems, SIP trunks, handsets and softphones.
- 02.3
Call centres
Queues, routing, recording, wallboards and dialers. This sheet.
- 02.4
CRM integration
CRM setup, data migration and phone integration.
- 02.5
Telecoms cost reduction
Bills audited against call records, savings in writing.
- 02.6
Ikwadise
Our own visitor management and attendance software.
Tell us what is not working
A queue that keeps dropping calls, a dialer that does not talk to your system, or a floor nobody can see. Call, or send a message.
- Company
- Mus J (Pty) Ltd t/a Moderoot
- Registration
- BW00006270451
- Address
- Plot 37148, Block 8, Gaborone
- Postal
- P O Box 502881, Gaborone, Botswana
- Telephone
- +267 76 890 659