Tag: call centre

Con artists and scammers are becoming more skilled at manipulating bank details and private information from consumers. It is important to understand the risks and recognise the warning signs. Fraud and scam statistics in South Africa are alarming.

Creating a seamless performance means understanding your audience’s ever-changing needs, choosing the right tools, partners and systems, orchestrating this effort across global touchpoints, systems, people and processes, and adjusting on the fly, to create a best-in-class show for every customer.

While almost everyone has heard the phrase: 'This call may be recorded for quality control purposes', while waiting to speak to a business service representative or call centre operator, businesses are starting to appreciate that the effective and compliant recording of conversations has evolved from humble beginnings into a strategy to provide a strategic business advantage.

In a time when customer service delivery reigns supreme, many organisations are faced with multiple obstacles in getting their standards and interaction back to pre-COVID-19 levels. Communication and more specifically telephony systems have also been critical.

On 9 April 2020, the Government issued Notice 43224, Regulation 459, effective as of 9 April 2020 which provides directions regarding the operation of Essential Service Call Centres during the Lockdown Period. 

The issue of digital disruption is currently at the forefront of business discussions across all industries, but is currently arguably most acutely being felt, and feared, in the Contact Centre industry. With Contact Centres at the forefront of both the interface between customers and the organisation and the cutting edge of new technology deployment, the imperative for Contact Centres to adapt to changing customer communication preferences is paramount.

As more businesses face the technical realities of digital transformation and advance towards 4IR, the customer experience is always front-of-mind – and it is little wonder the call centre has emerged as the frontline of technology-driven, fully automated service delivery.

Hackers are becoming more brazen in the way they target organisations as they hunt for soft targets. Companies who see the value in outsourcing their customer experience services to contact centres should be wary of the risks this brings, coupled with the adoption of new technology.

Digital innovation is accelerating in South Africa - from call centres using chatbots and automatic transcription to improve customer service, to financial advisors harnessing machine learning and data analytics, rapidly matching client and solution, and emerging use cases of Internet of Things (IoT) sensors and AR/VR training in the mining and manufacturing sectors.  

The insurance sector plays a fundamental role in South Africa’s economic growth. Lloyd’s research shows that just a 1% increase in insurance penetration leads...