Check out The Most Innovative, Highly rated Contact Center World Events EVER!
...Thousands of past delegates agree! - BOOK YOUR PLACE TODAY!
Best Contact Centers in the World 2017
all award winners!STARTS IN:
Network, Learn, benchmark in this unique best practice forum with the best practitioners in the World
...who run centers and take your center to new levels of performance, engage staff, improve service and more!
News : SA Contact Centres Poised for Growth
Johannesburg, South Africa, Sept 16, 2015 -- South Africa’s contact centre industry is poised for growth, thanks to increasingly demanding customers and new opportunities for Business Process Outsourcing providers, say local contact centre experts.
Speaking at the recent Interactive Intelligence Customer Experience Executive Forum in Johannesburg and Durban, key players in the African contact centre space said the industry was facing disruptive change, but that the new environment presented significant opportunities to those who could adapt and innovate.
Among the keys to surviving and thriving in a changing environment, they said, were innovation, proactive engagement, true omnichannel functionality and a cross-enterprise focus on customer experience management.
Gareth Mellon, programme manager: ICT for Frost & Sullivan South Africa, said there was a wealth of opportunities for contact centre growth due to the new focus on effective customer experience management.
He also cited Frost & Sullivan’s recently-released Analysis of the South African Contact Centre Market research, which said there were growing BPO opportunities in South Africa, but they were not without their challenges. Among these, the report found, was a recent change in the requirements to receive an incentive through the Department of Trade and Industry (DTI) which could stunt the progress South Africa has made in the BPO sector over the last 10 years. The report said companies may have to go through fundamental changes and restructuring. "However, overall, South Africa has reasons to be positive in the long term," said Mellon.
Johan Moolman, CIO of Pivotal Data, echoed this sentiment. "The future is bright. Global organisations will increasingly outsource to South Africa. As the industry changes, the job of a contact centre agent will also become more specialised and it will become sought-after employment," he said.
The rise of the ‘super agent’ would be an important trend in future, the experts agreed. In a multi-channel environment fast moving to a true omnichannel model, the customer would increasingly depend on self service and turn to the contact centre as the last point of contact, rather than the first. This meant that contact centre agents would increasingly be skilled specialists and they would have to be provided with seamless and complete data about the customer and all the customer’s previous interactions with the company, across all touch points.
Gavin Atkinson, CEO: Call Centre Division at BankServAfrica, said customers were known to spend up to 30% more when speaking to a skilled agent who had access to the customer’s full history than when using self-service. Deon Scheepers, Manager of Sales Operations at Interactive Intelligence Africa, said empowering agents in this way depended on contact centres becoming tightly integrated into the entire organisation, leveraging advanced technologies and the cloud to deliver sterling customer experience, agility and operational efficiency.
Contact centres that were cognizant of trends such as these stood to improve their companies’ revenues going forward, said the speakers.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Understand Your Business
More Editorial From Interactive Intelligence
About Interactive Intelligence:
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 20-plus year history of industry firsts, 100-plus patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability, scalability and security. It's also the only company recognized by the top global industry analyst firm as a leader in both the cloud and on-premises customer engagement markets. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Monday, September 21, 2015