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Horizon has adopted a modern approach to people management through the style of feedback presented to individuals allowing us to see consistent improvements of development throughout our organization. With our innovative and analytic approach we are able to offer more than simply managing quality but intelligent end-to-end solutions dependant on organizational objectives


 

We are committed to continuous improvement as an organization on the understanding that it takes concerted effort to deliver real value to our clients. This approach is imbibed throughout the entire organization by putting measurement metrics at every management and operational level.

Outsourcing your work to us creates a mutual opportunity for growth and improvement. We tap into this by ensuring that clear measurement models are drawn during transition and engagement with the same approach being applied throughout the tenure of service.
 
The customer contact center has become the primary channel for organizations to provide information and customer service to prospective and existing clients. The information flow between this function and a company’s customer base influences the external perception and provides early insight into consumer trends such as buying behaviors and market opportunities.
 
We strive to offer an innovative customer experience and to achieve this goal.
 
Horizon has a dedicated quality assurance department with both quality analysts and customer experience leaders who are able to give feedback to our advisors and business partners resulting in consistent improvements. Our solutions give us the capability to analyze various areas dependent on the type of interactions including speech analytics, voice & screen monitoring, customer surveys among many other solutions enabling us to provide a tailor made solution that will fit around your organizations values.
 
Horizon has adopted a modern approach to people management through the style of feedback presented to individuals allowing us to see consistent improvements of development throughout our organization.
 
With our innovative and analytic approach we are able to offer more than simply managing quality. What we aim to add is valuable insight from these interactions allowing your organization to maximize sales and customer retention thus building long term relationships.
 
 
Work Force Planning from Horizon
 
In the contact center environment even the best- laid plans are subject to instant changes. By keeping a constant watch on the performance of our operations our dedicated work force planning team is able to maintain a proactive management strategy.
 
At every interval during the day, our real-time team analyzes call trends against forecasts giving advance notice of changing conditions and showing our ability to meet service targets in upcoming intervals. Whether we need to gather additional resources to help catch up with demand or reallocate underutilized agents to better uses our expertise and solutions gives us the time and information we need to make informed decisions and manage operation's performance, no matter what the day brings our way.
 
Successfully managing the performance of our centre relies on getting critical information into the hands of those who can use it. This provides everyone in our organization - from agents to supervisors to workforce planners - easy access to the data they need, when they need it for this reason. Horizon has invested in an industry leading solution that allows us to forecast accurately and manage our projects in a productive manner.
 
Our innovative approach to staff management is further enhanced with our work force management solution, agents are able to access schedules, request leave and schedule changes through the agent web-station allowing our staff full flexibility enabling a balance between their lifestyle and career.


 

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