In association with our Preferred Technology Partner, Metro Edge Technologies

Dalex Finance: A Transforming Journey From A Contact Center To Profit Center

About Dalex Finance

Dalex Finance and Leasing Company Limited is a non-bank financial institution, licensed and regulated by the Bank of Ghana, and is working on enabling its clients to manage their businesses and personal finances with fast, efficient, and effective investment products.

Founded in 2006, Dalex Finance has currently developed its sales points and offices at 20 locations in Accra, Takoradi, Kumasi, Tamale, Ho, Sunyani, Koforidua, Akatsi, Wa, and Bolgatanga. With an uncompromising customer-focused work approach, Dalex Finance is committed to delivering relevant and efficient services to solve their short and long-term financial needs.

• Lack of consolidated reporting

• Poor responsiveness to required customizations

• Fetching customer information

• Low conversion rate

• Poor customer support

Managing its call center operations was a huge challenge for Dalex Finance as it received a high volume of interactions every day. This resulted in a high call abandonment rate, long hold time, and high average wait time, all resulting in a low CSAT rate. Moreover, their existing system lacked consolidated reporting, adequate support, and customization flexibility, which impacted their telesales process leading to a low closure rate of 25%.

  • With Ameyo, migration from their former system was smooth and swift, with an on-time implementation and zero downtime during the transition. Ameyo helped Dalex move from a voice-based call center to an omnichannel contact center having all the customer data in a single view to ensure contextual conversations and improved sales closures.
  • With Ameyo’s real-time monitoring dashboards and reports, contact center managers at Dalex were able to optimize and manage their call traffic easily and effectively. They got dedicated reports for Call Details, SLA, and Agent Performance based on different requirements.
  • With a one-stop conversation dashboard, Dalex had feature enriched platform that improved their overall closures by 35%.

With Contextual Customer-Agent Interactions, we are now able to get pre-informed about who is calling us and what they are calling about. This helps us serve our customers better.

Diana Serwah Badu

Contact Centre Manager Dalex Finance