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Industry Research : Avaya 2011 Contact Center Consumer Index Reveals Trends

Avaya, a global provider of business collaboration and communications solutions, has revealed that consumers in Asia Pacific are showing a clear increase in their preference to interact with businesses via sophisticated contact center communications technologies such as smartphone applications, e-mail and web self-service.

The findings were revealed in Avaya’s annual Contact Center Consumer Index , which reported 42 per cent of Singaporian consumers, 35 per cent of Australian and 31 per cent of Japanese consumers have indicated that they prefer to use other methods such as web chat and web self-service, rather than traditional phone conversations, to contact a customer service center.

Key consumer trends that were revealed in the survey are as follows:

Consumers want more effective Email correspondence with their Contact Center Amongst contact center technologies, the increased preference for email has shown significant gains on previous years. 21 per cent of consumers in Singapore listed e-mail as the channel used most often to contact the hospitality industry, while Japanese consumers (24 per cent) and Australian consumers (12 per cent) indicated that they prefer using e-mail to contact retail organizations.

Next to e-mail, web self-service is also nominated as one of the top three channels that Singaporean (35 per cent), Australian (41 per cent) and Japanese consumers (63 per cent) have indicated that they will use regularly in the future.

Smart Mobile technologies preference increases Smart Phone Applications are the new channel that consumers suggested they would most like to use in the future to interact with a contact center. If this service is offered, it would be especially welcomed in Singapore where 76 per cent indicated that this was their preference; while only 39 per cent of Australian consumers and 37 per cent of Japanese consumers agreed. The use of such alternative channels, besides traditional phone conversation to interact with customer service centers, has demonstrated that if businesses want to meet the changing preferences of consumers, they will need to evolve the range of channels available.

Embracing social media in the contact center Avaya, has found that social media has revitalized the contact center experience. Based on the survey, this trend is particularly prevalent amongst consumers in Singapore, with 41 per cent saying that companies have initiated interaction with them via social media to provide information about new products, services or special offers. With the increasing number of businesses contacting customers via social media – businesses should ensure they are also monitoring customer feedback within social media forums and have contact center support allocated to manage this communication.

The contact center experience and its impact on businesses Businesses run the risk of losing customers as a result of dissatisfaction with their contact center interaction. In fact, 36 per cent of respondents in Singapore have indicated that they were likely to, or had already moved their business as a result of their interaction with a customer service center. Twenty six per cent of Japanese consumers and 25 per cent of Australian consumers reported the same views. In fact, 25 per cent of Singaporean consumers have cited ‘poor customer service center experience’ as the most important attribute that would cause them to move their business to another company.

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With the shift in these key contact center trends in Asia Pacific, businesses need to adapt to consumer demands and offer a multimedia experience. New technologies – which include innovations in multimedia work assignment, workforce optimization and outbound self-service – can help businesses more effectively manage customer experiences in an always-on world. These technologies can help drive improvements in customer satisfaction, agent productivity, and cost-savings throughout contact center operations.

This is the fourth year that the Avaya Contact Center Consumer Index has been conducted. 2,000 consumers from Asia Pacific region, located in Singapore, Japan, Australia and New Zealand, who were recent users of contact centers, were surveyed from January to February 2011.

Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Shorten Your Recruitment Process

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

Published: Saturday, June 11, 2011

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2021 Buyers Guide Recruitment Products/Services


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!


VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

TactiCall Recruitment Services

TactiCall Recruitment Services
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Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation

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