Telecommunications Industry Ombudsman (TIO) has released new data showing a surge in complaints on telco services filed in their office within the period of April to June 2017. Dubbed as the Complaints in Context, which the TIO released with the industry body Communications Alliance, shows how many complaints were filed to the TIO in proportion to the total complaints under telecommunications ‘services in operation’ (SIO).
The latest figures show complaints regarding landline, mobile and Internet services by users and small businesses. The complaints per 10,000 SIO in all telcos in the country rose to 9, which was almost a 3 gap from the 6.4 results of the same period last year, and is higher than the result of the quarter before, which was 8.4.
Revolving around the big three telcos, Optus was the one to have the most complaints, which as 10.1 complaints per 10,000 SIO, and is followed by Telstra with 10 complaints per 10,000 SIO. Comparing the current results with the prior quarter, the two telcos both received 9.3 complaints per 10,000 services. Meanwhile, Vodafone got 4.5 complaints per 10,000 SIO, which was higher than the previous 3.9 complaints per 10,000 SIO result.
Looking back on last year's TIO report, which was released last May, it was revealed that there was a 33.8 per cent year-per-year increase in complaints. Complaints regarding internet services, which were the 37 per cent of overall complaints, rose to 53.6 per cent. And the startling increase was partially caused by the transition of the National Broadband Network (NBN). In relation to this, in the second of last year, there were 7512 NBN-related complaints filed to the TIO, which was an 11.7 per cent increase compared to the same time frame in 2015.
In contrast to claims, NBN CEO Bill Morrow pointed out that the telcos are at fault of the poor experiences being reported by end-users. Morrow says it was the telcos who were advertising cheap, lower-speed broadband plans and low capacity.
Nonetheless, the federal government said that the Australian Communications and Media Authority would investigate behind the experiences of end-users under the NBN.
“This information will be used to identify where customer issues most commonly arise and how those issues can be either avoided or resolved more quickly,” the government said at the time. “It will also help reduce the passing of customer complaints between retailers and NBN," Communications minister Senator Mitch Fifield said.
Another project from the federal government is to monitor the average speeds being experienced by the 4000 volunteer homes subscribed to the NBN. This scheme will be done by the Australian Competition and Consumer Commission.
With the rise of complaints being experienced, there is no doubt an influx of calls will arrive at the telcos. There will be a chance for these telcos to have a hard time in handling all incoming calls since there will be a need for new employees. However, finding the right candidates can take time and that's why contact centre outsourcing is a cost-efficient solution for this dilemma since they are trained to handle these certain kinds of situations.
Publish Date: September 6, 2017
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.
Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.
Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.
- Year-round NTA metadata
- Daily CSV files upload to Customer business applications
- Capture packet to Wireshark for Deep Packet Inspection (DPI)
- detect traffic anomalies
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|10.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
|11.)||The Primas Group|
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.
*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Welcome Back Greeting
*Post Contact Survey
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*Digital Front Door & Many more
As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.
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