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Industry Research : CallMiner Survey Reveals South Africa’s Call Centre Priorities

#contactcenterworld, @CallMiner

The Covid-19 pandemic disrupted all aspects of life. Contact centres, as the initial point of contact for a wide variety of issues, were among the first to be hit – and hit hard.

Calls, instant messages and e-mails came flooding in as individuals across the globe tried to get their hands on information and assistance with everything from UIF and payment holidays, to travel plan changes and medical advice. Contact centres became a lifeline for organisations and people.

No one could have predicted how shifts related to the pandemic would forever change in-person customer channels and turn the customer experience on its head, fuelling a host of contact centre transformations. Today’s contact centres need to thrive and be innovative and efficient: after all, they are at the foundation of all in terms of experience analysis.

To unpack how South African organisations view the challenges and priorities within contact centres, CallMiner recently conducted a contact centres survey with TechCentral. The survey delved into how contact centres are managing performance and improving efficiencies using technology.

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One thing that was encouraging, was that when asked whether their organisation had a customer service or contact centre, the overwhelming majority of respondents (80%) said "yes", highlighting the growing importance of the contact centre for today’s businesses.
Customer service priorities

When it came to the top challenges that businesses experienced regarding customer service, 49% cite "performance management", 46% said "operational inefficiencies" and 40% claimed the average handle time was an issue. Agent attrition came in at 34%, and "increase in quantitative data" and "call listening", with 30% each.

Drilling down into the top priorities when it comes to customer service, 67% said enhancing customer experience and satisfaction was number one, and 62% hoped to improve internal efficiency. For half the sample, employee experience and satisfaction was key, and a quarter said they hoped to reduce churn.
To tech, or not to tech?

In addition, the survey examined how local organisations are harnessing the wealth of customer data that the contact centre gathers, to gain a deeper understanding of customer sentiment. Those polled were asked which benefits they hoped to see by using conversation analytics, and unsurprisingly, "better customer experience" was chosen by two-thirds. Another 58% hoped to improve efficiency within the contact centre, and 45% hoped to improve their agents.

However, not all respondents were planning on using technology to address these challenges, and when asked why not, it became clear that budget constraints were an issue for nearly half (40%), and concern about adding to technological complexity was a worry for 30%. Some 20% are still struggling with buy-in from their executive teams. Only a small number (15%) said they didn’t believe it would address their challenges.

Some technologies are being widely used in South Africa’s contact centres: just over half (51%) of respondents said they were using call recording, and just under half (49%) cited quality monitoring. Hot on its heels came workforce management software with 48%, and ACD/call routing with 43%. Interestingly, only 18% said they were using none of the listed technologies.

One thing is clear from this: the importance of the contact centre cannot be underestimated. The survey highlighted how it is a deeper understanding of the customer that helps to improve business decisions. The shifting dynamics of customer expectations, driven by an increase in the demand for digital, omnichannel experiences, place the call centre at the heart of customer experience. Customers of every product and service base their relationship with brands according to that brand’s ability to give them what they need, and resolve their queries effectively. To do this, they need to capture and analyse customer interactions across all channels, and have the ability to extract meaningful insights from unstructured data to drive action. Finally, they need to be able to take action on these insights to enhance performance and operations enterprise-wide.

#contactcenterworld, @CallMiner

Posted by Veronica Silva Cusi, news correspondent
Source: https://techcentral.co.za


About CallMiner:
Company LogoCallMiner is a provider of enterprise speech analytics. CallMiner believes that resolution is the fundamental driver of positive customer experiences. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.
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Today's Tip of the Day - Customer’s Expectations

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

Published: Monday, September 5, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Recording

 
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.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

6.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

7.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

8.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

9.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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