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Article : Look After Your Customer – Or Cry, Says Merchants

#contactcentreworld

Customer experience has become the top strategic differentiator for organisations globally, particularly for industries where products and services are fast becoming commoditised and they can no longer serve as a differentiator.

"According to the 2016 Dimension Data Global Contact Centre Benchmarking Report, 83% of organisations surveyed already see customer experience, or CX, as a competitive differentiator. Interestingly, this figure sits at 91% when only the South African respondents are taken into account," says Sandra Galer, Consulting Director of Merchants.

Launched recently in Johannesburg, the report also highlights that 78% of global respondents view CX as their most important strategic performance measure. The reason for this high percentage is clear when you see that 74% of global organisations see a clear link between CX and increased revenue and profits. "Again these figures are both higher among South African respondents, but the message is simple and very clear. Look after your customers, or cry," she says.



And while digital engagement is on the increase and set to overtake phone interaction by the end of this year, customers are demanding digital transformation that does not eliminate the need for the human touch.

"Customers don’t necessarily want to talk to your organisation, they just want their interaction to be quick and easy and preferably something that they can do themselves. However, we believe that these digital channels could be even more powerful if they show a human touch," says Galer. The rate at which technology is being adopted is holding organisations back, with two in every three organisations stating that their digital technology is not meeting business needs.

"We are also seeing a disconnect between the importance of digital channels and the measurement thereof, with less than half of the respondents measuring the quality of their digital interactions," adds Galer. "When you compare that to almost 90% measuring the quality of telephonic interactions, it is no surprise that customer satisfaction levels continue to drop."

Omnichannel continues to dominate as the top technology trend, but often the contact centre is not involved in the approval stage of new technology systems. "This, along with the fact that analytics are not often shared between the contact centre and the broader business, means that organisations are not using the information at their disposal to improve their processes and procedures and ultimately, their overall customer experience," says Galer.

"All of this has led to an increase in complexity in the contact centre, which means we expect more from our agents, yet we are seeing a decrease in induction training putting contact centres at risk of not being able to meet customers’ expectations."

She adds that contact centres should consider going back to basics before trying to adopt the next big trend. "Put your customer at the centre of your business strategy and ensure that you have the tools and measurements in place to deliver on their expectations. Then you can start focusing on the next step and proactively find incremental ways of improving customer experience," Galer concludes.

#contactcentreworld


About Sandra Galer:
Sandra is the Consulting Director at Merchants. Starting as a call centre agent, she’s held a range of operational roles, including creating and running contact centres for international clients. With over 20 years’ experience in the contact centre environment, she brings best practices and a common methodology to our operations.

About Merchants:
Company LogoMerchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions and has a 25 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.
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Today's Tip of the Day - Support

Read today's tip or listen to it on podcast.

Published: Friday, October 28, 2016

Printer Friendly Version Printer friendly version

2022 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
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.


2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Answer-4u

Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

8.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

9.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

10.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

11.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

12.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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