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News : Zimbabwe: Adopt Good Customer Service, Says Gadzikwa

#contactcenterworld

Harare, Zimbabwe, April, 2021 -- Zimbabwean enterprises need to align themselves with good customer service as the service industry is one of the fastest growing industries, Standards Association of Zimbabwe director-general Dr Eve Gadzikwa has said.

She was speaking at the Chartered Institute of Customer Management (CICM)'s 2021 graduation ceremony recently.

"Services will become the next industry on the continent. To unlock much of the unrealised potential, African businesses must therefore pay attention and integrate service delivery in their business models.

"With customer service expectations exponentially dynamic, the global community is becoming aware of the value and role that customer service plays in achieving business success. This highly demanding factor is arguably the critical success factor for many organisations," said Dr Gadzikwa.

"For this core reason among other keys it is important that the customer service profession has its continuous training and development on the subject through CICM so as to remain abreast with the global trends."

"Customer service is a growing sector that will contribute hugely to graduands of African economies in the future."

CICM is a global customer service and call centre professional and academic board currently represented in three continents through its global implementation and certification partnership network with its regional head offices in South Africa.

It offers certification programmes, with its reach extending to 24 countries, largely on the continent, although the institution also has a presence in the United States, the United Kingdom and India.

The need for efficient customer service has been necessitated by the Covid-19 pandemic, which has pushed businesses to engage customers at first point on digital platforms.

Social distancing requirements, in particular, have changed the consumer habits of buying and shopping, as well as how businesses offer their products and services and otherwise engage with their customers. Improving customer experience has therefore become vital.

Dr Gadzikwa urged the graduating class to quickly adapt to the new economic and business realities.

"The environment is more than uncomfortable for organisations, Yes, we are faced with the greatest threat to humanity in the name of Covid-19. However, in the face of all these challenges customer experience will help revive our economies back. It will help heal our people through offering a smile on the face of that distressed customer," she said.

"Going beyond customer expectations begins with you. Individual transformation is very instrumental in the transformation of an organisation as a whole, which translates into a culture that represents us as a nation.

Zimbabwe's customer satisfaction ranking weakened marginally on the latest National Customer Satisfaction Index (NCSI) Report that was published by CICM in partnership with the Contact Centre Association of Zimbabwe (CCAZ) last August.

The overall National Index for 2020 was 62,6, a point decrease from 63,6 in 2019.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://allafrica.com


Today's Tip of the Day - Ask How Can I Help..

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

Published: Tuesday, April 6, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)
PH: +1 (916) 426-3790

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.
PH: +1 (512) 333 4634

4.) 
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.
PH: +1 512-872-7565

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)
PH: 07973640527

6.) 
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
PH: +61 7 5660 6284

7.) 
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.

8.) 
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
PH: 1+480-435-9390

9.) 
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
PH: 0217991445

10.) 
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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