As part of the communications department overhaul Eminent set up a call centre that handled inbound and outgoing calls. Like with the IT Department a 3 tier staff system was implemented with Junior, Midlevel and senior call centre agents. Eminent successfully managed the installation of a dialer and call recording system. We also took legal precautions by training staff and setting up scripts to follow guided by the legislations our clients have to follow.

To ensure the legal requirements are followed to the letter and the call centre abides by company standards Eminent included quality control procedures enforced by a Quality Management Team. The team is responsible for resolving all customer complaints and disputes. The Call Centre which started with 8 agents grew to 36 agents during our period handling a minimum of 12 000 calls a month.