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Industry Research : Uniphore Survey Exposes Significant Customer Service Gaps in Contact Centres Across Asia-Pacific During Global Pandemic

#contactcenterworld, @uniphore

Uniphore has announced results from its latest COVID-era survey that highlights significant challenges faced by both consumers and customer service centres. This includes noteworthy consumer frustrations and missed opportunities for brands to deliver a better experience while building trust and loyalty across India and the Asia-Pacific (APAC) region. The report also shows consumers have high expectations when it comes to customer experience and they are comfortable with new technology and humans delivering it.

Customer interaction expectations versus reality

Call centres and customer experiences are a bellwether for consumer confidence and have become increasingly critical during the pandemic as an opportunity to build customer connections. However, 83% of local consumers find themselves feeling angry, frustrated, and annoyed while being put on hold when they contact a call centre; 54% of respondents in India said they waited more than 30 minutes to get a response. Furthermore, 16% of Indian consumers said they did not get their questions solved the first time when reaching out to a call centre.

Ravi Saraogi, Co-Founder & President (APAC), Uniphore said, "Contact centres are a lifeline for support on critical issues from healthcare to travel to commerce and one of the most powerful ways brands build customer loyalty. However, many consumers today still feel undervalued at the same time as call centre agents feel overwhelmed and under resourced. We have the ability to change this and empower call centre agents with technology and support that enables them to truly hear the voice of the customer and deliver personalised and impactful answers and support."

Trust in remote contact centre agents

Almost a year into the pandemic, organisations across APAC have transitioned to remote working. This has led to businesses turning to the use of chatbots, interactive voice recording (IVR) and social media channels to communicate with consumers.

However, the survey data reveals that there is still a strong preference from local consumers 40% to speak to a live agent when reaching a company’s call centre. In other words, this is one of the preferred method for contacting a company about an issue. Only 21% of local consumers prefer to interact with a chatbot as their first interaction, with only 11% of Indian consumers indicating that they will reach out to a company via social media.

With the massive and rapid shift to remote work, 75% of Indian consumers claimed they trust contact centre agents with their personal information while working remotely, alongside Vietnam (75%).

Hearing the customer

It is clear that contact centre interactions present an opportunity for brands to build trust, loyalty and increase their customer base, but this is not happening for many brands. The disconnect between consumer frustrations with call centres, and the solutions companies are offering can be solved by automation technologies.

The survey results also showed that a growing number of consumers are open to trusting automation to improve their experiences with a company. 58% of local respondents who contacted a call centre expect some type of post-call follow up, while 53% would prefer an email.

With an increase in customers calling and a desire for more information from companies, agents will be overwhelmed by the amount of post-call work if they do not work hand-in-hand with their Artificial Intelligence (AI) co-workers. Interesting, 78% of consumers in India feel comfortable if companies use AI technologies to help better the customer experience, especially if the technology is assisting a human agent – compared to Malaysia (43.3%) and Indonesia (40.8%) and Singapore (20.89%). This is an indication that Indians are more receptive to the blending of the human touch with machines working behind the scenes.

#contactcenterworld, @uniphore

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.crn.in

Today's Tip of the Day - Where Is The Problem?

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

Published: Wednesday, March 24, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Remote Agent Solutions

 
1.) 
3Fiftynine

Branches
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

2.) 
Amtelco

Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

3.) 
Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)

6.) 
Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.

7.) 
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.

8.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

9.) 
MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.

10.) 
MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

11.) 
Nuxiba Technologies

CenterWare
Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!


12.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

13.) 
Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.

14.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
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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