Transcript
8/8/2019 Windhoek City Council[1]
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Windhoek City Council
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Shift focus to core competencies: provide
world class public service
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Discussion Points• Who is Oseg Group?
• Benefits of outsourcing
• Understanding of client’s needs• Value Proposition
• Assisting Windhoek City Council to realize its Objectives
• Our Technology
• Our Clientele
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Who we are?• OSEGGroup
People Technology Processes Reputation andExperiences
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Who we are?…continued
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Who we are?…continued
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Why Should City Of Windhoek outsource itsAccounts Receivable and Customer service to
OSEG Group• Less cost as the pricing is contingency based, no recovery no cost• Improved cash flow for the WCC, therefore more cash for service delivery and
developmental projects• Zero investment in ICT infrastructure.(collections call centre cost is in the region of
N$3 million N$7 million)depending on the size• Zero investment on people, this iclude selection training, supervision and health
benefits• Tap into already proven process and expertise from Oseg group(our experience
working for multi national organizations)• Enhanced customer services as customers are handled efficiently and professionally
through use of the contact centre• Increased job creation to the locals and empowers them with ICT and finance skills• Collections efficiency world result in public sector not increasing taxes to finance
budgets and therefore making the city attractive to investors
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Value Proposition
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The OSEG Customer
Service Advantage
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The Credit to Cash CycleT r an s
a ct i o
n
D el i n q u en c
y
C h ar g
e of f
CreditRequestCreditIssued
CreditUsed
Cashinvoiced
Cash atRisk
Earlydelinquency
Cash lost Chargeoff
Cash
Received
Account
Cured
CashRecovery
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Collection Model
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Collection StrategiesEarly interventionStrategy
Delinquency AccountManagement
Charge off Collections
EarlyinterventionStrategy ForAccounts less
than 60 days onthe cycle,Send VoiBro orBulk SMS`s asreminders,Aim is tomaximizeborrowercontact,
For Accounts inarrears The Process TracingSending outdemand lettersSending SMS
notifications tothe defaultingdebtors
Follow-ups ondefaultersNegotiating
with Debtors forpaymentarrangementsAcceptingPayments
Charge Off AccountsCollection
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Our Portfolio`s
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Customer Management
Services• Notification- Predictive dialer dials more than
50,000 calls in a week, SMS notification 100,000,VoiBro 50,000 in a week,
• Enquiries -CTI, Skilled based routing, Virtualqueuing, service level alert, recorded messageswith Email and IVR capabilities.
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People• highly skilled training, induction, customer service
modules and simulation,
• extremely quality sensitized to value customerinteractions,
• Customized and continuous training and developmentpolicy,
• medical insurance,
• incentive monthly and yearly, with emphasis on bottomperformers enhancement.
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Technology• Contact centre suite• VoiBro• CTI Screen Pops• Skills-based routing
• Self Service Application Builder (IVR)• Call Blending• Virtual Queue• Inbound service level alerts• Automatic operation via day and time project mapping• Recorded messages•
Comprehensive inbound reporting• Outbound predictive dialing• Reporting
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Our Clientele
AndCounting
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