Introduction
A leading Tech Bootcamp in Africa, this institution is dedicated to shaping the future of technology by equipping individuals with in-demand skills. Offering comprehensive courses in software engineering, data science, and other cutting-edge fields, the bootcamp is tailored to provide hands-on, industry-relevant learning experiences.
With over 7,000 learners trained to date, this bootcamp boasts an impressive track record of success, achieving a 70% employment rate within 12 months of graduation. By bridging the gap between education and industry, it continues to empower learners to thrive in the dynamic tech ecosystem.
About Mteja
Mteja provides a comprehensive communication platform designed to streamline customer support for businesses through tools such as call center solutions, IVR, and multichannel communication features. By enabling seamless engagement across channels, Mteja helps businesses enhance customer experience, improve service delivery, and maximise operational efficiency. The platform’s versatile features, especially the IVR (Interactive Voice Response) system, enable companies to efficiently manage high call volumes while ensuring callers are routed to the right agents.
Call Volume Analysis: Insights from December 2023 to October 2024
During this duration, the tech bootcamp received 17,892 inbound calls and made 7,484 outbound calls. Assuming an average 5-day work week and 8-hour workdays within this timeframe, these call volumes equate to approximately:
Inbound Calls: Averaging around 100 calls per working day, amounting to about 12.5 calls per hour.
Outbound Calls: Averaging 42 calls per working day, translating to around 5.2 calls per hour.
This breakdown highlights the high demand for efficient call handling, which Mteja’s platform addresses with robust capabilities. Additionally, the tech bootcamp leverages Mteja's API integrations for SMS, WhatsApp, and Billing balance management, enabling seamless multichannel communication and streamlined operations to support their growing customer engagement needs
Impact of Mteja’s IVR Solution on the Tech Bootcamp
The introduction of Mteja’s IVR solution has significantly enhanced the tech bootcamp's ability to manage their inbound call traffic. With Mteja’s IVR, callers can quickly navigate options to reach the right department, decreasing wait times and improving satisfaction.
A key benefit has been the ability to specify which departments callers would like to access. This clear segmentation enables the bootcamp to gather valuable analytics on call distribution, revealing which departments receive the highest volume of calls and offering insights for resource planning. Additionally, agents now receive contextual information about the caller’s likely needs before even picking up, helping them deliver faster, more relevant assistance.
Conclusion
With Mteja’s advanced IVR and call center capabilities, companies like this customer are able to transform their customer service delivery and achieve significant improvements in efficiency. To discover how Mteja can enhance your company’s customer support strategy,explore Mteja’s solutions here and begin your journey toward more seamless customer communication.