Executive Interview : Award winners 2015 - Interview With Ronelle Cain from Multichoice South Africa
Can you tell us about the company you work for, the center you work in and your role?
MultiChoice South Africa is a pay TV service provider. I am the Contact Centre Manager, leading the Electronic Media Contact Centre which includes email, customer chat and social media.
Which Top Ranking Performer Award did you enter and why did you choose it in the first place?
Best use of Social Media in the Contact Centre. The MultiChoice DStv Social Media Customer Care function is sited as the best in South Africa by Social Bakers, an international benchmarking organisation. We strive to respond to our online customers within 5 minutes and while this is a difficult service level to achieve, we have seen the achievement rate increase rapidly over the past 12 months. We resolve our social queries 90% of the time within 1 hour. Social Bakers recognises us for responding to 95% of our customers at all times and we have been placed 1st in the country 8 times within 12 months. Our technology allows us to profile the social customer in a manner that drives meaningful engagement. We know our customers, their age groups, content preferences and much more.
You won one medal - how do you feel about being one of the top champions in the region?
For "The best use of Social Media in a Contact Centre" we took the silver award but MultiChoice as a company received a total of 9 awards in London. We feel extremely blessed at these remarkable achievements. The hard work is definitely paying off.
Can you tell us about the sense of pride you have now that you won a medal for your company and country?
Personally, looking back at my humble beginnings, I stand in awe of the possibilities that lie ahead when hard work meets passion. Mine is a love story, one that I tell my Social Media team often.
MultiChoice is an amazing company to work for and I am so proud of the lengths that the entire organisation has gone to ensure that everyone, from agent to CEO, understands the importance of customer experience and how strategy has been built around these values but more importantly I am proud of the organisation's complete dedication to its people and their progress. It is for this reason that we have not only taken the MultiChoice flag to new heights but that we carry the South African flag up there with us.
How does your company justify your involvement in this process? i.e. how do they know its valuable enough to participate?
ContactCentreWorld.com has been running this awards program for 10 years and much research has been done to understand the value of the process.
For those who are considering entering these awards, what would you say to those who are not sure about the value of these particular awards?
This is best practice at it's best. If anything, you have access to international standards and practises. Winning is the ice-cream/cherry on the top as this will motivate your entire organisation to do better. We returned to South Africa and celebrated the achievements with everyone, including our service warriors. There is no motivation better than this. Our service warriors see this as their award and that it is.
Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters?
I personally have taken a lot of valuable information and ideas from the London conference. My personal favourites were all speakers who touched on "home-based agents" I have returned to South Africa to take this to the next level. Awesome info shared. Vodafone Turkey & Teleperformance Portugal who stood alongside me for the Social Media award provided me with amazing insight into how I can improve Social Care at MultiChoice. Thanks to everyone. What an insightful few days and what awesome people I met.
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
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About Multichoice South Africa:
MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business, which has been in operation since 1995.
Published: Monday, July 27, 2015