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Testimonials |
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LiveBean in its short but fulfilling journey has partnered and contributed towards the success of its clients who are leaders in their respective fields, across industries and countries. |
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We are glad to share with you, what our clients are saying about us:
“This is an excellent program and I would recommend this course to everyone who has anything to do either directly or indirectly with the contact centers This course serves as an eye opener to some of the information that we ordinarily overlook in the contact center, eg. When management says they want to reduce the number of agents in the call center because of huge overheads costs, not understanding and without taking in to consideration the effect this will have on the call center costs like telecom costs, repeat calls, on customer churn and finally further increase the overhead costs. The understanding of the workforce management and its impact on all contact center KPIs was very enlightening.” Chijioke Bobby Anoliefo Contact Center Manager, Contact Solutions BPO
“I take this opportunity to put on record my sincere appreciation for the Consulting Services rendered by you and Livebean Team. We also acknowledge the willingness the team showed in going beyond the scope of work & holding separate training sessions to the operations team. We can see the benefits already rolling out of the brief assignment. Look forward to get associated with you again.” Vijai Pandey Vice President – Corporate Quality Omnia BPO Services
“The operations management unit of the CCCSL series is very relevant to my job and has offered me very concise and applicable information which I can take back and use it in our call centre. The most useful and valuable knowledge which can be applicable to our jobs is understanding how the different metrics effect call centre KPIs. I will surely like to recommend this course to everybody in the call centers especially MTN Group.” Timothy Serwadda Section Head, Call Centre System Support MTN Uganda
“The most valuable knowledge which I have learnt from this course is Service Level Measurement - different approaches, and the impact of workforce management and scheduling. I will recommend this course to all customer care managers, head of department and customer care managing executives as this course is very relevant to our job.” Najenjwa Mbagga Manager Customer care Back Office Vodacom Tanzania
“This course is very effective as I have learnt from this course how a call centre contributes to overall companies objectives. I will suggest this course to the top level management, call centre shift managers and walk in managers as they all deal with customers.” Gabriel R. Kamukara Customer Care Operations Manager Zain
“This course is Brilliant & is also very relevant to my job as this course represents the practical call centre operations that we do on daily basis. The trainer is very knowledgeable with call centre operations which are very useful and also the course material is very enriching for call centre Management team.” Nabukeera Madinah Sebyala Call Centre Manager UMEME
“Course is just fantabulous and knowledgeable covering different aspects of call centre industry, a must for every professional in the industry” Vikas Kumar Assistant Manager Aircel (Maxis Telecom)
“The course content was very relevant and can be put in to practice right away. Especially the detailing of contact center operations - determining and deploying the right Key Performance Indicators and managing them. The course content was very relevant and I would strongly recommend that all contact center managers undertake this course to enhance their operations performance.” Olaolu Dosumu Branch Operations, Sterling Bank PLC
“Having attended similar courses both locally and internationally I believe this is far superior to the rest. The course content is detailed, relevant and practical. The trainer willingly provided more information beyond the course content and his willingness to walk us through from a practical point of view exceeded my expectations. I was particularly impressed with the KPIs management sections and calculating cost per call/minute. I will like to recommend this course to all my management colleagues in Celtel and also to all other players in the industry” Maina Kio Deputy Director & Manager Contact Center, Celtel Kenya
“The whole course was amazing and very detailed and addressed most of the activities within call center work. I can now plan and manage work more effectively and efficiently. I am grateful to the organizers and LiveBean . It is necessary to have a continuity of this course to all other levels as this will enhance and enable the working environment within the workplace. I recommend this course to all call center managers and team leaders and also all those who are developing or planning to develop a call center. The course is inevitable for any one doing or undertaking work within a call center” Abdirizak Maalim Bulle Manager, Telkom Kenya Limited
“I have attended the WFM session with LiveBean team in the past and to say the least it was very practical and I often go back to the learnings and practice them. That was a public session, but I think the most effective way would be an in-house program. I strongly recommend the same. Mohit Bhatta Head Customer Service Delivery, Bharti Airtel Limited
“The course was very relevant for a contact center leader. It provided a lot of knowledge for me to do my job better. A very enlightening, answered a lot of questions and concerns I have had on effectively managing the center. I would definitely recommend this course to all leaders in contact centers.” Uwem Akai Contact Center Manager, Guaranty Trust Bank PLC
“The Scope of the course covered was excellent and trainers knowledge on the subject was just exceptional. The learning's are very relevant to my job and I can easily practice what I have learnt. I recommend this course to all in contact centers – operations, training and most importantly to WFM teams, as these areas were very well dealt in the training.” Ozichi Bribgna Call Center Operations Manager, Zain Telecom Nigeria
“The course content was very relevant and can be straight away put in to practice. I particularly liked the detailing of call center operations - determining and deploying the right key performance Indicators and managing them. The content was very relevant and I would recommend that all call center managers undertake this course to enhance their operational performance” Felix Munyoki Customer Care Center, Stanbic Bank, Kenya
“Being a seasoned call center professional, one of the first to be CIAC certified in India and having worked in some of the largest call centers globally, I did consider myself to be an expert in Workforce Management. Before I went in to the WFM 1-2-3 program, I had already attended the ‘WFM – basics and beyond’ from ICMI, but at the outset I have to state that while ‘WFM – basics and beyond’ was very theoretical and elementary, the LiveBean / TCCS WFM 1-2-3 was a very practical and implementable program – it taught us the real science of forecasting, staffing & scheduling. The TCCS WFM 1-2-3 program delivered by LiveBean corrected many a misconceptions and has helped me to achieve very high degree of forecasting accuracy; something which I thought was not possible before attending this workshop and in the process help save millions of dollars contributing towards bottom line. As a call center expert myself, I recommend this program from LiveBean/TCCS to all call center WFM professionals. It is a must for achieving efficiencies and increasing profitability” Independent Call Center Consultant and at the time of attending TCCS WFM 1-2-3 was officiating as Chief Operating Officer, TriNet BPO
“This course is very relevant to my job. The most useful thing that I learnt from this course is of understanding many concepts that should be understood the way they are and not simply on the basis of mathematical calculations and visa versa. Hope to make it valuable by implementing them.” Sonali Mohanti Assistant Manager Aircel (Maxis Telecom)
“Training conducted by LiveBean was extraordinary and if implemented well by us it will definitely improve efficiency. This Training session opened our thought process about how we can efficiently handle operations with facts and figures and basic calculations. It also helped me with the skills to negotiate future SLAs and contracts for BPOs.” Debopriyo Deb CEO S. S. Netcom Pvt. Ltd. (also Franchise of Hero MindMine)
“This course has given me an insight and importance of call centre in todays World and how organizations can actually make lots of profits from these. The most useful knowledge learnt from this course and which is also applicable to our work is ability to raise a business case in terms of figures.” Carol Andoma Quality Assurance Officer DFCU Bank
“The entire course was highly applicable and implementable. This is truly a great course and I would recommend it for individual development and contact center organization improvement. Every thing in the course is relevant. All those who work in a call center or are hoping to be telecommunications consultants, must go through this course” Rachael Nagudha Manager Customer Care, Telekom Kenya Limited
“The WFM 1-2-3 training and the consulting solutions offered by LiveBean in association with TCCS are certainly the best-in-class and highly effective. This program is in fact the official training for preparing for SWPP certification, which is the highest level of acclaimed proficiency in the WFM field. The new addition that LiveBean has introduced of taking up the accountability of ensuring that the clients actually deploy the practices & science taught in the class, bridges that nasty gap between theory & practice” Amit Mehta,
“Simply put the course was ‘an eye opener’ The knowledge of the KPI’s was the most valuable part, as it will help in managing the contact center far better. I would strongly recommend this course to the management and also to our clients.” Babajide Vincent Ibiayo IS Manager, Contact Solutions BPO
“The course covered was excellent in scope and trainer’s knowledge of the subject was very impressive. The course was relevant to my job and contributes to my development. I particularly liked the real time service level management module. I would recommend this course to all prospective contact center operators and existing contact center managers.” Olufunmilola Aluko Head Contact Center, First City Monument Bank (FCMB)
“What I liked the most about the course was that we went through the hands-on nitty-gritty of the call center work. I strongly recommend this course to all other call centers as this is the only thorough & the best course that I have attended and like myself they also need it. I would like to complete the rest of the modules of CCCSL and preferably with the same group of Participants from this class, if possible” Tauhida Gitau Customer Services Manager, Telekom Kenya Limited
“Brilliant trainer, excellent content, and should be recommended to top management to empower them in understanding how the costing and staffing is done to achieve max profits and efficiency. It’s the key to transform your business. I would recommend this course to anyone who wants to understand the managing of call center Operations, particularly the management. My favorite in this course was understanding how to calculate cost per call and the concepts of staffing It would be good to continue the rest of the CCCSL series with the same very group, for People Management and Strategic business Essentials & CRM” Diana Maina Country Rep- East Africa
“The course was fantastic. Hope to do rest of the modules as a group. For me the most useful / valuable knowledge learnt and applicable to my work was - Managing the KPIs and also Analytics & reporting. I strongly recommend this course to all other call center staff” Susan K Magai Manager Customer Care, Stanbic Bank Tanzania
“The course content was very detailed and intense. A must for anyone working or to work in a call center (managerial position and upwards)” Eva Leparakuo Customer Services Manager, Telekom Kenya Limited
“The operational insight of the trainers and the content as such has given us a whole new Perspective of managing a contact center, things we thought can not be handled at all like people issues or the random call arrivals seem so simple now. An awesome training program and a must for all in the industry. I would surely do the complete series of trainings from LiveBean” Operations Head International Call Center
“Very good course outline and the trainer is very knowledgeable. The most valuable learning from this course was ‘How to calculate lifetime value of a customer and how this can be applied to calculate the value contribution of the customer services’. I would like to recommend this course to all those who are working in customer services to identify how CSAT can be improved and with which actions.” Parveen Ara Ferdousi Manager –CMV, CCD Citycell
“This course is very good for someone who just tok CRM as new responsibility; it was quite an eye opening and learning experience.” Moshfaqeen Khan Manager – Relationship Planning ACI Limited
“This course is very relevant to my job and I would like to recommend this course to all my colleagues as it is very helpful for Contact centre managers” Yeasir Mahmood Khan Manager Customer Service Grameen Phone Limited
“This course has helped me put everything I do under workforce management into perspective. I believe after implementation of what I have learnt from this course it will help my company to save 50% of cost of operations. The most valuable learning from this course was ‘What metrics to drive, their implications and calculations.” Kennedy Luhombo Business Analyst Kencall EPZ Limited
“This course is making me love my job even more as it helps me in learning new things and getting the opportunity to make a difference. This course is very applicable to my job and I have understood so much that I can’t wait to implement it. I would like to recommend this course to senior management to enable smooth implementation of whatever learnt.” Winifred Ndegwa Customer Service manager Standard Chartered Bank
“Team implement and use of real case scenarios to illustrate practicability of the tools provided in this course was excellent. This gives me courage to step up and implement as much as possible with our team at contact centre. The most valuable learning from this course was ‘understanding the impact of Workforce Management and driving the metrics to the relevant stakeholders across the business.” Alice M. Muchugia Project Manager Kencall EPZ Limited
“The understanding of the various KPIs and the techniques covered to manage and achieve these KPIs were immensely useful. I am sure that our center would be far better now”
“The Operations Management program was one of the best that I have attended as the pace & the way the trainer teased your mind to explore was awesom”
“Covers the subject well and prepares to use the right tools and techniques for CR”
“The course is very good from a WFM personnel’s perspective. Clears a lot of doubts and gives an open discussion forum. A must specially for all in the WFM functio”
“Certainly the best trainers, I have ever seen. All the best LIVEBEAN”
“The combined People Management and Partner Management modules are holistic in natur”
“This People Management course should be recommended to the BPO partner as well. Quite elaborative with examples and really demonstrated the situations for understanding of the audience”
“Good & Clear communication. Great Clarity on subject. Wonderful examples / scenarios cited keeps your attention focused”
“Overall good content on people and performance management and would definitely help in managing call center environment much better”
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