Windhoek City Council[1]

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Windhoek City Council

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Shift focus to core competencies: provide

world class public service

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Discussion Points• Who is Oseg Group?

• Benefits of outsourcing

• Understanding of client’s needs• Value Proposition

• Assisting Windhoek City Council to realize its Objectives

• Our Technology

• Our Clientele

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Who we are?• OSEGGroup

People Technology Processes Reputation andExperiences

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Who we are?…continued

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Who we are?…continued

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Why Should City Of Windhoek outsource itsAccounts Receivable and Customer service to

OSEG Group• Less cost as the pricing is contingency based, no recovery no cost• Improved cash flow for the WCC, therefore more cash for service delivery and

developmental projects• Zero investment in ICT infrastructure.(collections call centre cost is in the region of 

N$3 million N$7 million)depending on the size• Zero investment on people, this iclude selection training, supervision and health

benefits•  Tap into already proven process and expertise from Oseg group(our experience

working for multi national organizations)• Enhanced customer services as customers are handled efficiently and professionally

through use of the contact centre• Increased job creation to the locals and empowers them with ICT and finance skills• Collections efficiency world result in public sector not increasing taxes to finance

budgets and therefore making the city attractive to investors

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Value Proposition

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 The OSEG Customer

Service Advantage

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 The Credit to Cash CycleT r  an s

 a ct i   o

n

D el  i  n q u en c

 y

 C h  ar  g

 e of f 

CreditRequestCreditIssued

CreditUsed

Cashinvoiced

Cash atRisk 

Earlydelinquency

Cash lost Chargeoff 

Cash

Received

Account

Cured 

CashRecovery 

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Collection Model

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Collection StrategiesEarly interventionStrategy

Delinquency AccountManagement

Charge off Collections

EarlyinterventionStrategy ForAccounts less

than 60 days onthe cycle,Send VoiBro orBulk SMS`s asreminders,Aim is tomaximizeborrowercontact,

For Accounts inarrears The Process TracingSending outdemand lettersSending SMS

notifications tothe defaultingdebtors

Follow-ups ondefaultersNegotiating

with Debtors forpaymentarrangementsAcceptingPayments

Charge Off AccountsCollection

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Our Portfolio`s

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 Customer Management

Services• Notification- Predictive dialer dials more than

50,000 calls in a week, SMS notification 100,000,VoiBro 50,000 in a week,

• Enquiries -CTI, Skilled based routing, Virtualqueuing, service level alert, recorded messageswith Email and IVR capabilities.

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People• highly skilled training, induction, customer service

modules and simulation,

• extremely quality sensitized to value customerinteractions,

• Customized and continuous training and developmentpolicy,

• medical insurance,

• incentive monthly and yearly, with emphasis on bottomperformers enhancement.

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 Technology• Contact centre suite• VoiBro• CTI Screen Pops• Skills-based routing

• Self Service Application Builder (IVR)• Call Blending• Virtual Queue• Inbound service level alerts• Automatic operation via day and time project mapping• Recorded messages•

Comprehensive inbound reporting• Outbound predictive dialing• Reporting

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Our Clientele

AndCounting

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