CSL BPO SERVICES - Ebene

CSL is a wholly-owned subsidiary of Mauritius Telecom Group (the historical telecommunication company in Mauritius) and has been the pioneer in the development of the contact centre and BPO industry in Mauritius since 1999.

The core services of CSL are inbound and outbound Customer Relationship Management (CRM) services. Initially serving as an in-house call centre for Mauritius Telecom Group, CSL has now grown organically with customers in sectors like betting, utility companies, financial institutions, market research and government bodies.

CSL’s activities cover both the voice and the non-voice segments of the BPO sector. Its call centre segment handles both inbound and outbound calls while its ‘non-voice’ department caters for the ‘corporate services’, ‘knowledge  

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process outsourcing’ and ‘industry specific back office’ tasks.

CSL endeavours to innovate and has recently introduced the Hotel Call Centre concept that allows small/medium call centres to rent call centre working positions without any infrastructure investment.

on the setting up of call centres. Presently, we are fully involved in the setting up of a call centre for the Swaziland Posts and Telecommunication Corporation in Swaziland.
We have also diversified our service portfolio by introducing the disaster recovery service for business continuity and a full fledge debt recovery service for both local and international businesses.

Its 14 years of specialist experience in the Call Center/ BPO industry and association with the latest technology (CISCO and VOCALCOM) and state of the art infrastructure gives CSL a competitive edge over its competitors.

Being a subsidiary of the Mauritius Telecom Group, one of the leading and most profitable companies in Mauritius, CSL can provide an assurance to its clients that there is no risk of relocation or site closure.

This fact also helps CSL to attract human resource and to maintain a relatively low attrition rate compared to other small or short life-span call centres. CSL’s production platform, which started with 100 positions in 1999, presently hosts some 467 positions. The volume of calls, which stood at 7 million in 2005, rose to 10.4m in 2012 and at least the same performance is expected in 2013.

In addition, CSL has been an ISO-certified company since June 2005 and the first call centre in Mauritius to obtain the NF (Normalisation Française) certification in March 2013.

CSL is endeavouring to become the first call centre in Mauritius and in the region to become COPC (Customer Operations Performance Centre) certified. CSL is also planning to set up a new call centre platform as from April 2014 in Madagascar. This initiative is being taken
by CSL’s top management to further expand its call centre business and offer its existing and potential clients with services at a very competitive rate.

These continuous quality improvements demonstrate that CSL is committed to providing the best possible service to its client and becoming a centre of excellence.