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Benefits of Outsourcing Your Customer Service Needs

Imagine you have purchased a  product/service that did not meet your expectations. You immediately call the company that you bought the service/product from. Your call goes through, but 5 rings later, no one has answered.  You disconnect the call in frustration and vow never to use the said company’s product/service again.

This is an example of poor customer service which eventually leads to loss of revenue and in some cases closure of the business.

A sure way of avoiding such missteps is by outsourcing your customer care needs. Entrusting your customer care needs to a third party comes with many benefits. These benefits include:

Saves You Money

Running your own internal call center is often expensive. This is due to costs incurred through employee training and purchasing expensive hardware. By outsourcing, you avoid these extra costs. You save on capital expenditure and time.

Gives the Job to Professionals

Outsourcing to professional customer care firms will give your company an extra competitive edge. Professional call center agents come with a diverse skillset and expertise across different industries. This experience is put to great use in giving quality customer service and feedback.

Increased efficiency and competitiveness

Outsourcing your call center needs ensures that your customers get assistance whenever they need it. This goes a long way in making sure your customers remain happy and satisfied. Above all, customer service providers are also more flexible. Therefore, they are well placed in cases of demanding shifts as opposed to in house call centers.

Time to Focus on Core Business

Outsourcing your customer care needs frees you to focus on the core of your business. This may include focusing on long term goals and strategy implementation. This places you at an advantage which ensures that you stay ahead of your competitors.

Customer Retention

Customer interactions provide an opportunity to build customer relationships and strengthen your brand. Through customer interaction and enhanced feedback capabilities, outsourcing builds your brand reputation and enhances customer retention.

Company, Technology

Image Annotation/Tagging in Autonomous Vehicles

Movies give us a glimpse of what the future holds. From smart phones, tablets, facial recognition, virtual reality and now self-driving cars. The idea of a vehicle that can run itself seems like something straight from science fiction. Fortunately for us, this is a reality but have you ever thought of how driverless cars are made possible?

Elon Musk recently announced Tesla will have fully autonomous vehicles by 2020. This is good news but what he left out of the speech is the manual aspect that makes autonomous driving possible. Big tech companies prefer not to talk about this, they prefer to say is “machine learning” magic. Truth is, the road to fully autonomous vehicles requires a lot of human input.

Companies dealing with autonomous driving technology employ hundreds if not thousands of people. They work in offshore outsourcing centers in India, Philippines and Kenya which is emerging as an African giant in the BPO industry. The workers job is to basically teach the robo-cars how to recognize pedestrians, cyclists, poles and other obstacles. This is done by manually marking and “labeling” thousands of hours of footage, often frame by frame. These videos are taken from vehicle prototypes driving around testbeds in Silicon Valley, Pittsburgh and Phoenix.

Given the dynamic nature of the outdoor environment, companies should ensure their team remains intact for some time. Despite the huge leaps forward in Artificial Intelligence and sensor quality that serve as the foundation of the driverless revolution, humans will still be needed for many years to come. Drawing boxes around new obstacles, highlighting road signs will always require human input to keep the systems fresh.

Machine learning is a myth, computers “learn” by being fed an array of manually labelled information which they then use as a model to identify objects and patterns when they encounter them again. The annotation process is a very hidden part in autonomous vehicle development that companies never mention. For the workers, annotation is a super painful and tiresome process given the level of accuracy required in autonomous cars.

Having seen the amount of work that comes with image tagging and annotation, it’s a worthy reminder that fully self-driving cars will be a plus for society. With self-driving cars, we can envision accidents being a thing of the past. Computers don’t get drunk, check social media feed or fall asleep while on the wheel.

Company, Social Impact, Technology

Benefits of Outsourcing Transcription Services.

Outsourcing Transcription Services

Subtitling and Captioning Services in Kenya

In this knowledge era, organizations all over the world find information very important and maintaining a dedicated resource to note down points of importance is proving to be tiresome and time consuming. In today’s world, information is recorded by organizations with the help of audio and video equipment and later converted into a written form in a process called transcription. Many organizations are now outsourcing these transcription work to oversees countries with reliable teams and affordable services.

Businesses like market research organizations, financial institutions, movie production companies and legal firms mostly use transcription services, and outsourcing transcription services has proved to be a much quicker, time saving and cheaper process than hiring in-house transcribers. For companies seeking to outsource transcription services, here are a few advantages that come with the service:

Advantages of transcription

  1. Short turn-around time.

Most transcription companies guarantee a TAT of less than 24 hours but it always depends on the load of work given and the number of workers. Experienced professionals type and proofread the work so as to ensure accurate and properly formatted final transcripts.

  1. Save money and resources.

When organizations outsources transcription service, they reduce capital investments, expenses and overheads, resulting in significant savings and increased profitability.

Outsourced work to professional transcribers helps the client save on computers, management of workers, furniture and office space for your workers.

  1. Time to grow the business.

Investing in outsourced transcription allows managers to focus on more important aspects of their business. Companies save time and money when they outsource transcription services, hence funding other projects.

  1. Improve ranking of your website.

Getting your website ranked higher on search engines is a great way to grow your podcast audience. Search engines like google and yahoo don’t recognize content in videos and podcasts. By transcribers typing videos and podcasts, the keywords used in the text helps improve search engine optimization (SEO). End users who see TED talks, usually have great experience and clear understanding since the videos are all typed out.

  1. Lowers risks.  

Hiring in-house transcribers comes with a number of risks. Most companies find it intelligent to outsource their transcription work to experienced and more managed workers. Outsourcing transcription means that that provider is assuming full responsibility for specific types of risk, including the management of it all. In short, professionals in this field know how to handle some certain risks, meaning less stress.



Company, Social Impact

Our Leadership Development Program

In Summary Adept Leadership Development Program is geared towards Nurturing our team to be leaders of tomorrow not only within Adept but future leaders of the World

Nurturing an inclusive culture begins in the family.

Home is the first place to foster openness and a culture of inclusion.

The Adeptors are a family, and  Adept is home to many brilliant young people.

We believe in the nurturing of effective leadership that unlocks people’s potential and even enthusiasm.

Adept Leadership Development Program

The Adept career journey is geared towards nurturing talent and more importantly, developing young people to the leaders of Tomorrow, hence deliberately provide tools, training, and support to enhance our future and that of Kenya.

We are able to provide on the job training and even promote from within the organization.

This is in line with our mission, which is to Coach, Mentor and Empower Young People.

Our Approach

We task our team in the Leadership Development program to perform duties that are above their salary grade level. We do this with the guidance and supervision of their superiors because this help broadens their skills and efficiency in their various projects and assigned tasks.

The  Two Categories of this Program

Talent Development Program

Firstly, the Talent Development Program aims at creating our first level of leaders. this is what we call first line Managers and these are our Quality Analysts and quality assurance team.

How We Select the Team.

We use our performance management system to evaluate and select high performing agents during our annual appraisal.

In addition to on job performance, we check the attitude of the agent.  A skill can be trained but an attitude to learn should come from within.

Management Development Program

This program grows our first line managers to the second line management.

Our aim is to better equip our agents so that they are able to perform better in their role.

At the end of it all, we are able to nurture them within the organization until they can be team leaders in various projects we undertake.

If you would like to be a part of our Social Impact Initiatives. Click here to get in touch with us. We like partnering in ensuring we make this world a better place!

Adept Management Services
Social Impact

Our Impact Beyond Adept

We get up and close with our CEO, Mercy Mugure. She shares about Adept and her vision for Adept Technologies.

Meet Mercy Mugure

Adept Technologies CEO

Adept Technologies CEO

Mercy Mugure is a qualified engineer with an eye  for entrepreneurship.

As a practicing engineer within the construction         industry, she wanted to   venture  into  a business  that she was passionate about. One that would have           a direct  impact and appeal to young people.

She knew she wanted something interesting  and that wasn’t a common type of business in Kenya.

With her college mate Diana Gitiba who is also a co director  at  Adept Technologies,  they set  out    to   make their mark in the  world through the  provision of outsourcing services.

Why The Name Adept

Adept means very skilled, proficient, expert. This is who we aim to be as a business and in the services we offer.

Adept’s Objective

We have approximately 10.1 million young people aged between the ages of 18-29 years out of Kenya’s  population of 49.7 million. Kenya also recorded 39.1 percent unemployment rate  according to recent  report by United Nations; Human Development Index (HDI) 2017.
Our aim is to provide employment to young people. The main focus is those who finish their schooling a O Levels or basic certificate levels as this group does not readily get employment opportunities.

Employment at Adept offers a salary that allows one to meet their basic needs and set aside some money for further  education and training or accumulate capital to start a business.

This year  2018 we have  started a  Management Training Program to further equip our  agents with outstanding  performance.

We will  tell you more about this in our subsequent blogs.

We have a great team! Over the years we have had many pass through  the  company. It is always a source of joy and pride when they move on to greener pastures because we  know we had a part to play  in whom  they  are.

We have a great team! Over the years we have had many pass through  the  company. It is always a source of joy and pride when they move on to greener pastures because we know we had a part to play in whom they are.

Our Team

We have a great team! Over the years we have had many pass through  the  company. It is always a source of joy and pride when they move on to greener pastures because we know we had a part to play in whom they are. We currently have a staff of 64 with an average age of 24 years.

Social Impacting

Team Growth

We are able to grow our managers in house and we have seen our staff move up the ladder to  management  positions.

Our Impact Beyond Adept

We have a Digital Work Training Program.  Each month, we offer one month’s training to an average of 8 to 10 young people for free to enable them undertake freelance work online.

Would you like to partner with us on this?

Proud Moments

“We have maintained clients for the last 8 years. In 2009 we began a long-term  relationship with Samasource and in 2010 we on-boarded ETS.  We must be doing something right” –

Adept’s future

  1. We are  adding more products so we can offer added value to our customers.  For example, currently, we are performing entry level  tasks in data  entry and data collection. We would wish to expand  to data analytics.
  2.  Have knowledge based products so as to make use of the many  and varied university  graduates and their skills.

Our Data Management Services

We believe  that one of the most valuable assets of any organization is its data and records. They form part of an organization’s corporate memories.

Our Data Management services help businesses make dramatic gains in efficiency  and productivity by improving the way they collect organize and manage their business documents, information and processes

We offer Data Management Solutions in the following areas;
• Document Digitization Services
• Cleansing of Data and Enrichment
• Collection  Data and Analysis
• Data Entry
• Records and Documents Archiving