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Horizon is uniquely positioned to deliver real value to it’s customers
 

Infrastructure Advantage
 
Horizon delivers high- quality customer service through our people, process, and technology.  We have invested in the right tools and up to date infrastructure that is the best in the region. At Horizon we have future proofed our facility with the right back up and redundant solutions available. 
 
People Advantage
 
In line with our mantra, ‘our core our people’, we focus our contact center and business process outsourcing efforts to ensure better employees, better training, and better reward and recognition programs to create a better service experience for our clients’ customers. It’s a fact—highly engaged customers stay longer and spend more—and customer levels of engagement are directly affected by the levels of employee engagement. Our employee retention strategy, has proved its value with our client, with measurable improvement in customer service quality, interaction cost efficiency, and customer account longevity.
 
Interaction Advantage
 
We have invested in software and technical solutions that streamline contact center processes. Our focus is on first time call resolution and accuracy of transactions. With the right mix of people, technology and operational excellence, it is possible to provide effective customer contact center services and still reduce costs and increase revenue generating opportunities.
 
With every customer interaction, our employees:
  • Assess quickly and accurately a particular customer’s needs,
  • Bottle neck the opportunity to create high customer service experience and identify up selling and cross selling opportunities.
  • Use Horizon’s extensive training to build a stronger rapport during a customer interaction
  • Capture real buying behavior data to help with strategic decision making.
This integrated and holistic approach to servicing customers:
  • Enhances the customer’s brand experience and strong loyalty,
  • Gives our clients voice-of-the- customer feedback on which to base strategic decisions.
  • Increases the long- term value of your customer portfolio.

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