Stay focused on your core business activities, improve your customer service, save costs and gain a competitive advantage by leveraging eHealth Africa’s call center and service desk solutions, infrastructure and expertise. By outsourcing your Call Center and Service Desk to eHealth Africa, you can provide your customers with excellent customer care and technical support 24/7. Our highly experienced staff triages each call by opening a service ticket and escalating calls to the appropriate staff members via various channels (live chat, email or SMS, etc.). This ensures that your customers receive the support they need.

 
countries

Nigeria

 
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Health Emergency Response Call Center Setup

The Kano State COVID-19 emergency call center was completely set up by eHealth Africa and commissioned in less than 48 hours. The objective of this project is to provide a platform where the populace can call to report suspected cases of the pandemic and then have such information passed to various stakeholders.

Help Desk Services

eHealth Africa provided help desk services in the form of first-level support for over 1700 Kano Connect users distributed across 44 LGAs of Kano state by maintaining 24/7 operations with a standard ticketing system that keeps a repository of all cases. 

Immunization Monitoring & Application Support

In the immunization monitoring project implemented across the 23 LGAs of Sokoto state, eHealth Africa provided monitoring for all the deployed applications - RapidPro SMS reporting system, a dashboard, and Unstructured Supplementary Service Data (USSD) reporting system

Phone Survey Services

The help desk conducted the Energy facility mapping survey for 173 health facilities across Kano state, and 118 health facilities across Osun states in Nigeria.

Key Services Offered

  • Disaster & Emergency Response Call Center

  • Help Desk

  • Phone Surveys Services - Research

  • Monitoring

  • Call Center Consulting

  • Call Center Analytics 

Key Features

  • Advanced Ticketing System

  • Call Patching and Routing

  • Customized Escalation Procedures

  • Channels - Interactive Voice Response (IVR), SMS Text, Voicemail, etc.

  • ITIL Complaint Processes

  • Periodic Reporting

  • 24/7/365 Services

  • Multilingual Communication Support

  • Quick Deployment - Ability to setup a toll free call center to support projects/partners within 24 hours of request

 
Impact
 

17,332

outgoing calls processed

11,662

incoming calls processed

6,065

registered cases in 6 months

 
Contact details

Phone: 09093995111 Email: helpdesk@ehealthafrica.org