JOHANNESBURG: While problems experienced within call centres are addressed by a host of solution providers and vendors in the industry, an entirely new approach is required when call centres, in and of themselves, feature at the top of the consumer complaint list.
The list is seemingly endless, varying from ‘it takes too long to get through, or ‘nobody seems to understand my problem’. Then there are those never-ending series of numbers, on complex menus, that have to be pressed – without results, while ‘not having complaints resolved due to a lack of knowledge by call centre agents’, as well as the unsuccessful escalation of calls to supervisors and managers, add to the levels of consumer irritation and unhappiness with the industry.
A few months ago, Tilly Davies, CEO of Call Centre HUB, decided to do something about changing the negative perception the consumer has of the industry. The first step was to use her more than 30 years experience in the call and contact centre industry, to establish Call Centre HUB SA (Pty) Ltd, through which existing solutions and resources for the call centre industry are harnessed. This includes call centres, contact centres, help desks, tele-services and any other customer service initiatives, as well as the suppliers, vendors and service or solution providers to the industry.
Call centres require readily available, easy to access and find, as well as relevant information, with which they can improve their day-to-day operations. Improvement leads to growth and more opportunity for the businesses of these customer initiatives; and especially for businesses that provide recruitment, training and products, as well as services and solutions to the customer service industry.
Tilly has put together a dedicated and already highly efficient and successful web-portal, which allows all role players to buy into a collaborative effort with which to address the problems within the industry, and has employed experts in their fields to manage the process. She explains: “This collaboration requires no new technology, products, or training. It basically consists of good, old-fashioned, teamwork.”
Growth stimulates the South African economy and addresses the problem of high unemployment. The Call Centre Industry is acknowledged as one of the key areas for economic growth, and in a perfect example of collaboration, the Western Cape Province, in partnership with the private sector, is investing over R800 million to improve the call centre industry and create much needed jobs. Other provinces are in the mix as well, with KwaZulu Natal recently announcing a 4 000 seat outsourcing Park and Gauteng is carving out a niche in the outsourcing industry with unique incentives.
By working together, role players in the call centre industry can now list their services, products or solutions on a platform that also provides helpful customer service information, via the Call Centre HUB web-portal, on social media, in newsletters and more. Information provided includes ideas, suggestions, and guidelines regarding all call centre processes, people and technical solutions/businesses.
Through the listing of business offers on the website, Call centre HUB, in effect, brings all the relevant role players in the industry together, to showcase much needed solutions and, in so doing, initiates desired call centre service improvements everywhere.
With a sound understanding of the power of the digital world we live in, all Centre HUB provides Search Engine Optimization (SEO), Social Media Management, Database Management, and Website Development, while also offering Careers and Training Services. In addition, an Editorial team does extensive customer service research, generating media releases, whitepapers, research documents, and spotlight articles, offering role players exposure in and to the call centre industry.
Call centre HUB wishes to extend an invitation to all suppliers, vendors, and service providers within the industry, to become part of, and an active participant in, a collaboration that will combine strategic, operational and technology expertise on the Call centre HUB web-portal. This will provide the industry with a competitive, efficient, and technologically enabled enterprise, through which customer service excellence can be achieved.
More Info link:: http://www.tci-sa.co.za/brochures/call_centre_brochure_2013b.pdf
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Author: Sian Wirth from Trade Conferences International. Originally distributed by MyPR.co.za.
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