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Industry Research : Three African Markets Worst Affected by Spam Calls

#contactcenterworld, @truecaller

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.

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South Africa

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

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.

Nigeria

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.

#contactcenterworld, @truecaller

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.bizcommunity.com

Today's Tip of the Day - Offer Voice As Well As Touch Tone (Part 2)

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

More Editorial From Truecaller

Published: Monday, July 17, 2017

Printer Friendly Version Printer friendly version

2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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Jul 12

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