Workplace Services
MEEZA Workplace Services offers value-added services to clients to assist them to manage their day to day IT tasks and communications requirements. The first MEEZA Workplace Services offerings include Client Services delivered through the MEEZA Service Centre.
MEEZA Client Services
MEEZA Client Services provides best in class IT management, business management and communication solutions for our client base. It enables clients to offload their day to day IT and business tasks to MEEZA to streamline their operations and optimise service to their customers. The main services delivered via the service centre including
IT Service Desk
IT Service Desk offers the ability for clients to hand over their daily IT management and issue resolution tasks to MEEZA. Clients have access to technically skilled MEEZA personnel who act as the first point of contact for users with IT related issues. This service can be used as a standalone service or a complementary service to support other IT services procured from MEEZA.
Contact Services
Contact Services offer all the functionality and flexibility of a traditional call centre but delivers it via cutting edge technology and best in class process. From business reception services to low level business process activity MEZZA can supply any communication requirement with the focus on quality and agility.
Transaction Services
Transaction Services are high volume transactions that are user led. Utilising on-demand transaction technology such as Interactive Voice Recognition or self service kiosks MEEZA transaction services offers our clients high volume, flexible communication services delivering increased quality and value.
Business Process Outsourcing (BPO)
BPO enables clients to move the operation of a full end to end business process, such as order processing or enquiry management, to MEEZA. As with all services there is a strong focus on continuous improvement and the use of technology to automate activity where possible. MEEZA additionally offers Knowledge Process Outsourcing to analyse and benchmark processes with a view of elevating them to world-class standards.
MEEZA Service Centre
The MEEZA Service Centre is a multi-lingual, multi-channel contact centre that is designed to deliver continual service on a 24 x 7 x 365 basis. The technology deployed in the Service Centre enables MEEZA to handle the following tasks for our clients:
- Interaction Management
- Incident Management
- Event Management
- Problem Management
- Configuration Management
- Change Management
- Release Management
- Knowledge Management
- Service Level Management
- Escalations Management
The MEEZA Service Centre enables our clients to leverage world class technology, processes and people with a customised look and feel. The service applications employed include HP Service Manager 7.1 and Cisco Unified Contact Centre (Hosted) which are industry leading, integrated, end to end solutions allowing for clear decision making based around quality data capture and management.
Other key features of the MEEZA Service Centre include:
- Multiple communication channels including: telephone, e-mail, fax, portal self service and web chat
- Multi-lingual teams and technology
- Customised procedures and work-flows per client
- Skills based routing of incoming communication channels
- Client based advocate within the Service Centre
- Live wall-board SLA monitoring
- Online submission, progress and reporting via dashboard
- Automated progress reports throughout
- Service Level packages of Gold, Silver and Bronze to suit client needs
- Monthly formal reporting and monthly service review to focus on continuous service improvement