South Africa, Nigeria and Egypt are in the top 10 most affected countries in the world targeted by unwanted spam calls.
Annoying and unwanted spam calls are on the rise around the globe, with Truecaller's Truecaller Insights: Top 20 Countries Affected by Spam Calls in 2017 report revealing that within large markets such as India, the US, and Brazil, the average Truecaller user receives more than 20 spam calls each month.
African countries are not excluded from the increase in spam calls and SMSs, and people within markets such as Nigeria and Kenya can just as easily be targeted. In fact, South Africa, Nigeria, and Egypt are all in the top 10 most affected countries.
Globally, there are common categories that tie all spam calls together, with some of the most common occurring being local scam calls, telemarketing and debt collection calls, and unsolicited finance and insurance product offerings.
Spam calls are big business in South Africa, as the direct marketing industry reported employing more than 150 000 workers, with the average call centre agent logging around 1 600 calls on a monthly basis. This amounts to South Africans being collectively bombarded by tens of thousands of spam calls each and every day. In fact, Truecaller app users already identify over 8.5-million local spam calls on a monthly basis.
According to the company's Top 20 Countries Affected by Spam Calls in 2017 report, South Africa seems to have more of an even spread when it comes to who is spamming. With telemarketing (39%) leading the way, while financial services (24%) and insurance (13%) are the most known types of spam calls.
Unlike Kenya and Nigeria, South Africa only has 1% of its local calls marked as scam calls.
Kenya was a different case when compared to the other Top 20 countries listed in this research. Scam calls made up a whopping 91% of the reported spam calls. Scam calls are basically fraud attempts via your telephone, with scammers using a phoney scheme to swindle money from unsuspecting members of the public.
The rest of the listed spam calls were constituted by financial services such as banking product offers, unsolicited credit union calls or credit card companies cold dialling people.
Like its regional partner, Kenya, Nigeria also has an issue with scam calls, but on a noticeably smaller scale comparatively at 10% of the reported total spam calls.
One major problem around spam calls in Nigeria are calls from operators, which amount to the majority (61%) of the total for reported spam calls. Operator spam calls involve telecom companies cold calling people. During these type of calls, call centre agents attempt to upsell data plans or push promotional offers to the public at large.
Another major spam call problem that Nigerians have to deal with (27%) is nuisance calls. These kinds of spam calls in general are unwanted and unsolicited calls that are a disturbance for users, or at the very least amount to prank calls and at worst, harassment.
Rounding off the spam call list in Nigeria are telemarketing calls at 2%, which are promotional calls from companies, surveys being done by analytics firms on behalf of their clients, political/robo calls, or new client outreach for services and subscriptions.
Ways to counter spammers
Within South Africa, the Direct Marketing Association of South Africa, enables people to add themselves onto a list of non-contactable contacts, at least by members of this association. This list of no-go contacts is referred to as the National Opt-out Database.
Posted by Veronica Silva Cusi, news correspondent
Published: Monday, July 17, 2017
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
|2.)||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
|3.)||Call Tracking Metrics|
Execute automated actions based on words spoken by your customer.
Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.
Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.
Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300
SmartSpeech – The Best In Class Speech Analytics Software
An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044
InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.
Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
|8.)||Voci Technologies Incorporated|
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.
- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.
- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.
- Long term recording storage for historical analysis
All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...