KENYA OUTSOURCING COMPANY

DESCRIPTION
Quest Holdings Ltd (Quest) is a one-stop provider for Business Process Outsourcing (BPO) solutions to organizations. As such, Quest BPO is engaged in offering comprehensive customer-related management solutions; we also manage complex, large-scale projects in high-transaction environments.

Quest adopts time-tested processes, industry Best Practices and quality concepts in an innovative way through a proprietary methodology. We Explore, Engineer and Execute these processes providing a compelling framework, which helps in attaining the client's overall objectives.

Our approach breaks down barriers and creates synergy, allowing our clients to maximize return on investment with the BPO initiative leading to reduced cycle times, improved service and lowered costs. We work in partnership with the client to design a solution based on a thorough understanding of their specific needs and business objectives.


Quest was formed in 2007 having brought together experts in the
business information solutions industry and financial risk arena to
create a unique service deliverable organisation, combining over 50
person years in experience.
Quest’s head office is located in the heart of Nairobi, at the
International House, Mama Ngina Street, on the 12th floor. Quest has
secured 20,000 sq ft of call centre space for the purpose of providing
outsourced services both internationally and locally. With time, Quest
is able and willing to set up an outsourcing facility outside of
Nairobi but within the country. This shall be subject to availability
of the fibre optic network or other relevant communication
infrastructure media in those areas. Security shall also be a key
determining factor.

Quest has 4 principal activities:

Quest Accounts Receivable Management (QRM)
Helping clients manage their Accounts Receivables
QRS provides professional debt management solutions to its clients. From 1st party to 3rd party collections in accounts receivable, we use our superior proven techniques to recover all kinds of distressed debt. We not only deal with the receivable end of distressed debt but also with the payable end of the transaction. Our Risk Management Services help businesses improve their fiscal value by streamlining areas such as service application processing, debt collection, repayment schedules, document management, reporting, and credit control functions.


Quest Business Process Outsourcing Services (QBPO)
Helping clients focus on core business activity
As a business, spending a lot of your limited resources on non-core activities can hamper the phenomenal growth you seek. At QBPOS we manage and operate these critical business processes. We will leverage our extensive domain expertise to meet your needs, while you focus on what makes you flourish.


Quest Risk Solutions (QRS)
Helping clients make informed business decisions
We legally acquire, process and maintain a large comprehensive database of information necessary for individuals and businesses alike to make informed decisions about their financial status. Our Rating Agency and Credit Bureau systems and software enables us deliver critical information in the form of accurate and detailed reports, enabling you to provide your services with greater control and assurance, profitably, to your customers and investors.

Quest Venture Capital Services (QVCS)
Helping clients grow their investments
We make capital investment in business concerns with viable legal profit making ventures. We offer managerial and technical support, in addition to providing the necessary financial backing for the growth and operation of the business.

SKILLS
Quest (BPO) comprises of three divisions, each offering the best in its field.
PRINCIPAL ACTIVITIES:
• Front office Outsourcing Services
• Back office Outsourcing Services
FRONT OFFICE OUTSOURCING SERVICES:
Quest systems; specifically address the problems of dealing with customers on a day-to-day basis.
Front Office Management involves:
• Customer Relations Management (CRM) services
• Call centre services

Quest Customer Relations Management services; (QCRM)
Quest (CRM) helps businesses to gain an insight into the behavior of their customers and modify their business operations to ensure that customers are served in the best possible way.

Quest Call Centre Services
The operation of a contact centre
Quest operates 24hours a day, 7 days a week, 365 days a year. Our head office is located in Nairobi’s International House, Mama Ngina Street, on 12th floor.

BACK OFFICE OUTSOURCING SERVICES:
The Quest Call Centers provide comprehensive consulting services to efficiently restructure and deploy cost-effective back office solutions.These include:
Debt Management Outsourcing
Billing
Document Managing

Debt Management Outsourcing
Quest Credit Risk Solutions provides professional management of credit risk to our clients. We are experts in both first and third-party collections, and have a proven track record of recovering all ages of receivables, from primary to quaternary
Outsource Billing Service
As a leading provider of statement processing and billing outsource services, we offer complete flexibility of document output options (print and mail, email, fax, or online presentment
Document Management
Quest is capable of managing an organization’s business documents, whose volumes can be a real and pressing challenge to handle. Quest software solutions enable our clients to reduce the time, cost and complexity of storing and accessing your documents throughout the information life cycle.

TERMS
Quest’s payment terms will be 30 days after date of invoicing.

The suggested revenue model would include either of the two models
indicated below:
1.Monthly fee to the client for the service (Preferred)
This refers to a one time fee agreed on by the parties to be charged
for every SMS amounting to SMS’ responded to at the end of month. We
shall invoice accordingly, for any volumes outsourced to Quest, over
and above the contract amount.

2.Performance Driven cost to include bonuses for customer retention capability
This model requires accountability from Quest Holdings Ltd on their services through the
set out KPIs and AHT agreed upon.
The current turn around times for customer issues, are measured and
adhered to as follows:
Our performance goal is to answer (queue & route) 90% of all in
bound phone calls received within 20 seconds.
Quest will meet its
turn-around target through enhanced customer satisfaction, with
improved support turn-around time through Quest’s 24/7-365 services and
immediate response to customer queries. Quest adheres to reduce
turn-around time by ensuring that customer issues are addressed
through:
Zero waiting time when a customer is trying to reach a call Center
agent
Proper Scheduling of enquiry in-bound calls and sms through internal
customer pull, instead of push system

LOCATION Kenya - NAIROBI, KENYA EMPLOYEES 6-19 YEARS IN BUSINESS 11+ years CONTACT INFORMATION Register or Login to view the outsourcing service provider contact information.