Established five years ago, MSA Africa’s dedicated Johannesburg call centre is unique in the manufacturing industry in offering its diverse customer base a value-added total solution for all their technical and support needs.
MSA Africa Call Centre Manager Bernice Mackay explains that the OEM conceptualised the call centre originally to focus on value-added service and customer feedback on the continent, one of its major growth areas. “I came on-board to oversee setting up a call centre in-house in the Johannesburg office, which involved centralising the regional call centres in Durban and Cape Town.”
Mackay and her team of six call-centre operators field an astonishing 1 200 telephone calls and more than 5 000 emails a month, which is testament not only to the popularity of the service, but also to how streamlined and effective it has become.
As manager of the call centre, Mackay is responsible for instituting Key Performance Indicators (KPIs) for her team, in addition to overseeing quality control of all calls and emails to ensure that the correct information is conveyed to customers timeously.
Operators are also encouraged to develop their product and soft skills through MSA-U, a global initiative offering over 150 free on-line programs covering MSA products and technologies, general industry safety standards, among others.
The bulk of the calls and emails fielded by the call centre relate to stock availability queries, Mackay notes. “We liaise closely with the sales representatives in order to get the latest updates on product lead times.” This means that the call centre is always up to date on the availability of MSA Africa’s core product ranges, which expedites sales.
Mackay even facilitates brainstorm sessions with supply-chain managers on a weekly basis in order to resolve any stock-related problems and issues that might crop up. In addition, she conducts regular customer surveys in order to obtain real-time data on the quality and effectiveness of the service offered.
MSA Africa has been the world’s leading manufacturer of high-quality safety products since 1914. MSA products may be simple to use and maintain, but they are also highly-sophisticated devices and protective gear – the result of countless R&D hours, relentless testing, and an unwavering commitment to quality that saves lives and protects thousands of men and women each and every day. Many of MSA’s most popular products integrate multiple combinations of electronics, mechanical systems and advanced materials to ensure that users around the world remain protected in even the most hazardous of situations. MSA’s dedication to safety has been the key to its impressive year-over-year growth. In eight of the past ten years, MSA has achieved record growth numbers, with annual revenues of more than $1 billion.