MRI Botswana launches Prime Connect contact centre
Nnasaretha Kgamanyane | Tuesday October 25, 2022 06:00
MRI Botswana’s Prime Connect is the first Botswana-based contact centre to field international calls in Botswana, a service known as Business Process Outsourcing (BPO).
Speaking at the launch, the Minister of Communications, Knowledge and Technology, Thulaganyo Segokgo on behalf of Botswana President Mokgweetsi Masisi, congratulated MRI for the milestone, noting that MRI Botswana has marked 30 years of providing healthcare services. Segokgo said in its three decades, MRI Botswana had shown its dedication to ensuring the wellbeing of citizens.
“The private sector is not just concerned with profit but also the sustainable future of Botswana,” the minister said. “The first ever private sector contact centre was established in 1992 and it fielded hundreds of thousands of calls assisting many clients of private and public sector companies over three decades after adapting and implementing Business Process Outsourcing. “The company currently employs over 140, soon to be in excess of 200, young women and men."
Segokgo added that by processing calls from across the continent, MRI Botswana had demonstrated its potential and capability for doing business beyond the country’s borders. He described the contact centre as a monumental step towards Pillar One of Botswana’s Vision 2036 which has to do with achieving sustainable economic development.
“Prime Collect is exemplary in diversifying its revenue stream by leveraging the youth of the nation and taking unemployment head on while making the transition to a digital economy by embracing technology that facilitates the development of a product or solution earmarked for the international market,” he said.
For his part, MRI Botswana managing director, Thapelo Lippe, said Prime Connect was open for business in Botswana and the international space. He added that through a partnership with #PushaBW, Prime Connect had created employment opportunities for over 140 individuals who are prominently youth.
“Prime Connect’s value proposition to your respective organisations is for you and your respective teams to focus exclusively on your core business while we efficiently deliver nothing but the highest level of customer care and satisfaction on your behalf irrespective of the day, date and/or time,” Lippe said. “As a partner, Prime Connect will jealously guard your brand image and service portfolio while improving on your offerings with analysis of call trends, customer feedback and untapped cross-selling opportunities, whether via In Bound or Out Bound services.”
Sharing the level of performance business partners could expect from Prime Connect, the managing director said the Overall Quantitative service level was at 99% versus a 95% target, while Overall Qualitative performance was at 98% versus a target of 95%.
Performance averaged traffic volumes of 12,700 per month.