Contact Center Solutions Featured Article

Research Measures Singapore Consumers' Expectations for Contact Center

November 29, 2007

Organizations throughout the world stand to gain significant benefit from studying the activities of contact centers, as well as the experience of contact center customers. These organizations can gain better knowledge of how to do or not to do things; can better understand the environment for an offshore location and can learn the implications of certain business practices.

Avaya (News - Alert) last week released the Avaya Contact Centre Consumer Index for Singapore. This research, completed in collaboration with research company callcentres.net, is part of a regional study of the contact center consumer’s experience. To gather its data, the company interviewed customers of contact centers located in Australia, New Zealand, Korea, Japan, China and India.

The results of this research show that the contact center customer is changing. What was once a traditionally phone-based industry is now evolving into a multi-channel interaction center.

Much like the results in Australia and New Zealand, this study found that from an attitudinal perspective, 53 percent of respondents stated that ideally they would prefer to use an Internet channel than to call and speak with a contact center representative. An additional 38 percent agreed that interacting with contact centers is always problematic.

In spite of this negative perception, consumers overall still had something good to say about their contact center experience. Many stated that the level of service that they receive from contact centers is Fairly Good and is the same as the level of service they expect from the company, no matter what channel they are using.

As to be expected, gaps in expectations and reality were found when talking with Singapore customers. The greatest gap is currently in what Singaporean customers expect and what they receive. Centers are struggling to fill these gaps with correct information and the variety of options that are available to the customer to make contact with the center.

Respondents in Singapore also had a firm grasp on what the contact center should deliver in terms of service to meet their expectations. The ideal contact center interaction would include 1) first call resolution; 2) knowledge service representative; and 3) a friendly and polite representative.

The expectations of these Singapore respondents are like that of customers throughout the world – they want their contact center interaction experience to be pleasant, quick and to solve the issue at hand. Such a simple approach, one would wonder why contact centers would ever fail to satisfy a customer.

The Avaya Contact Centre Consumer Index rates Singapore's performance from the consumer perspective as 61/100, which is the same score as Australia and a lower score than New Zealand, at 64/100.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
 

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Centers Embracing Asterisk

The VoIP PBX Asterisk has long been touted, along with Linux, as one of the open source movement's biggest success stories, but how does the open source PBX fare under real-world contact center use? Very well, according to a guest post on Asterisk developer Digium's blog by Loway founder Lorenzo Emilitri. [ Read More ]
04/15/2014

OTRS Improves its Customer Support Software with New Features

OTRS Group has announced that it enhanced customer support software by adding new OTRS Feature Add-On "Ticket Allocation" feature to it. This is good news for service organizations and call centers that want to assign tickets automatically to its staff members. [ Read More ]
04/15/2014

Revana Wins Three Stevie Awards

Revana, the growth services division of TeleTech Holdings, Inc., recently announced that it was recognized with Sales Outsourcing Provider of the Year award, in the 9th Annual Stevie Awards for Sales & Customer Service. The company has won the Sales Outsourcing Provider of the Year award for third consecutive year. Apart from the Gold Stevie Award, Revana also won Silver awards both in the Online Sales and Telesales categories for its partnership with Google and another global client. [ Read More ]
04/15/2014

Amazon.com Employs Reverse Psychology with 'Pay to Quit' HR Practice

It's a practice that has business owners shaking their heads - companies offering bonuses for employees to quit their jobs. But that's exactly what Amazon.com has started doing with its employees. Each year the retail e-commerce giant plans to offer its fulfillment-center employees a $2,000 bonus if they decide to quit. It increases $1,000 each year until it caps at $5,000. [ Read More ]
04/15/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!