Industry Research : 'Indian Consumers Will Pay More for Better Customer Service'
The contact centre industry is expected to grow by a compound annual growth rate of 8.1% to reach 4 million contact agentseats by 2018, with emerging markets in the region predicted to maintain double-digit growth between 2012 and 2018.
While Asia-Pacific will also see the highest growth in contact centre outsourcing in 2012 and beyond, here’s a look at what customers expect from the industry.
Customer Service in India
* 2012 Avaya Asia Pacific Customer Experience Index highlights that 85%of Indian consumers are willing to pay more for excellent customer services.
* Indian customers felt the highest improvement in customer service at 64% and Singapore at 47%.
* Services from hospitality, tourism and entertainment industry improved 91%, while finance, banking and insurance industry improved 72%.
Channels Used By Consumers To Contact Service Centres:
Automated conversation: 63%
Socialmedia, online forum: 32%
Smartphone applications: 33-49%
(Smartphone applications and web chat are predicted to grow by 33-49%in the next 1-2 years)
One-third of Indian consumersrate live agent as their most important factor for theirchannelchoice
63% of Indian consumers prefer to solve their query by using the company’s website before contacting a customerservice agent. Finance, banking and insurance have the highest use of web self-service (30%).
Customers are lesslikely to move businessto another organisation if they have needed one interaction to resolve their query (52%).
The use of social media as a channel has seen the highest adoption in India at 54%. 50% from India look at smart phone apps more than any other Asia Pacific markets.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, October 8, 2012