| BLM understands the mindset of the market environment in which BLM services are being provided.
Through this BLM understands the strong need for family planning (FP) and Sexual and Reproductive Healthcare (SRH) information that some individuals within the communities require.
The communities may have not accessed the information either because they are not sure of the need for FP and SRH information to their situation or they are not courageous enough to visit BLM centres and meet a specialist in person. Against this psychological background, BLM's Marketing and Corporate Relations Team put in place the provision for an information aid centre, located at BLM's head office laboratory section to compliment the counseling, informing and treatment provision available in all BLM centres.
The centre objective therefore is purported towards:
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Instilling trust in the target market by enhancing the platform of confidential provision of information and services. |
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Improving and growing BLM's service and corporate image. |
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Increasing BLM's services market share by tapping on the not courageous enough potential market. |
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Provide an insight on the market needs and expectations from BLM through the timely updating of Information Programme |
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 The Client Call Centre is a separate, direct telephone line which is open to the general public on every Fridays, except for public holidays, from 8:00 am to 4:30 pm with a 1 hour break from 12:00 pm .
The line is manned by a competent service provider or a clinician who takes in calls and provides answers to the questions posed.
The call centre acts as a first aid tool before a client is convinced to visit a specialist at a BLM clinic.
Since its inception on 16th July 2003 , the centre has recorded hundreds of calls ranging from family planning, sexual transmitted infections, pregnancy, and sexual debuts from different sectors of society.
The Centre is a good tool to reach out to the untapped market and assist BLM in acquiring an insight of the market expectations and needs for its services and position the service and corporate image of BLM. |
BLM's services support a wide range of clientele and the provision of these services is characterized with sustainability, good quality and affordability. To add more value to the services, BLM's Marketing and External Relations Team proposes the installation of a Client Call Centre.