Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Heriadhi Waskitho
Quality Auditor
Desmond Tan
Manager, Service Management
Mezy Fadhila
HSSE Supervisor
Ben Oxford
Head of Digital Crisis Support Services

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.

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

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.
Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Double Standards

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

Published: Monday, September 5, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Payment Services


CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)


Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.



Starting on the hour every hour today

A Refreshing Contact Center!

Coming up this Week

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =