See More About:
Inbound call centre trends in South Africa and the world
by
Fusion Outsourcing
Inbound call centres are the primary method of contact with existing customers for most large companies. Retailers and other consumer based service providers use inbound contact centres to provide customer care and consumer care services via telephone, email and fax.
Large international corporations are quick to see the advantages of outsourcing their inbound call centre operations to South Africa. Amazon, Lufthansa and Samsung are just a few of the companies who have outsourced their customer care call centres to Cape Town in recent years.
South Africa offers is a multilingual staff and greater cultural affinity As a result, South African call centers will be able to provide higher quality customer service and sales services, with a particular focus on the financial services industry – destinationcrm.com
In 2004, research firm Datamonitor predicted that although the contact centre industry in South Africa was set to grow, it would be behind other outsource destinations such as India and the Philippines. The shift to other destinations such as South Africa due to a greater affinity with Western culture was also predicted. It is easier to provide better customer service to American and British consumers calling inbound call centres when the call centre staff are fluent in English and are familiar with the consumer s culture.
In the past decade, the Indian call centre industry has boomed, and along with it complaints from customers. Now dissatisfaction with accents has prompted some British and American companies to move operations out of India. – bbc.co.uk
This has been proved correct by recent news showing that large corporations in the Western world are moving their inbound call centres from India to places with closer ties to the countries where the consumers are calling from. With similar time zones it is easy and cost effective for South African contact centres to provide customer care services during normal European working hours. Contact centre agents in countries such as South Africa can communicate easily with American or European customers due to their proficiency in English.
Fusion Outsourcing is among the top inbound contact centre service providers in South Africa, along with other providers such as Merchants, Aegis and Teleperformance.
Whilst our best in industry infrastructure, cutting-edge technology and world class expertise provide a perfect platform for implementing highly effective outsourced consumer care services, inbound sales, outbound sales, add-on, cross-selling and up-selling, retentions and renewals and debt collection and payment recovery solutions, we believe the real differentiator is Fusion s ability to adopt customer brands as their own . This enables our dedicated and skilled account agents to become an extension of your company, providing a customer service which mirrors the uniqueness of your brand and values.
Fusion Outsourcing is one of South Africa’s leading Business Process Outsourcing and Contact Centre Outsourcing companies with a proven track record of service delivery to local and international Blue Chip clients. http://www.fusionoutsourcing.co.za See http://www.fusionoutsourcing.co.za/consumer-care for more information about our customer care outsourcing servicesSee http://www.fusionoutsourcing.co.za/contact-centre for more about our outsourced call centre services
Article Source:
Inbound call centre trends in South Africa and the world