Call Center
A disruptive innovation
The PSMBV has initiated innovative activities, including the establishment of a call center to connect Faecal sludge emptying operators to households in need on mechanical emptying.
Objectives
The objective of the call center is to make available to the sanitation players (ie: emptying operators, regulators and households) a tool for improvement and optimization services for GBV in this case a MCSP (Multi-Channel Service Platform) Platform. The call center is looking to reduce the costs of emptying through tenders.
Preliminary results
- 523 Tenders launched from phase scaling
- SMS Promotion were sent to a total of 42 500 SMS in the area of Pikine and Guédiawaye
- Market allocation system Tender better understood and accepted by the emptying operators/li>
- Call center Services available all around Dakar
- 98% of the bids come from households in the project area
- the average price is 24 047 FCFA – Minimum Price : 16500 FCFA
- Reducing discrimination in the pricing of emptying
- General downward trend in prices
- Transfered sludge volumes at stations have increased since the scaling of the call center in late 2013
Prospects
- Continuous improvements in technical robustness of Call Center
- Tracking Call Centre Operations
- Business model and trade policy
- Campaign of mass communication
- Tracking FSTP (privatization)
- Georeferencing trucks
Feedback
At the household level
- Appreciate the ease of finding an emptying operator via the call center
- Satisfied with the service monitoring and compliance commitments
- Recommend the call center to neighboring
At the emptying operators level
- Appreciate the ease of use of the call center and ease of implementation
- Appreciate the ease of connecting with customers
- Learn more about how to deal with customers (location, timing, etc.)
Review the TV spot promoting the call center
