{"id":548188,"date":"2006-03-09T06:50:14","date_gmt":"2006-03-09T06:50:14","guid":{"rendered":"http:\/\/localhost:8888\/wordpress\/technology\/548188-call-centres-must-make-service-their-priority.html"},"modified":"2006-03-09T06:50:14","modified_gmt":"2006-03-09T06:50:14","slug":"call-centres-must-make-service-their-priority","status":"publish","type":"post","link":"https:\/\/mybroadband.co.za\/news\/technology\/548188-call-centres-must-make-service-their-priority.html","title":{"rendered":"Call centres \u2018must make service their priority\u2019"},"content":{"rendered":"<p><font size=\"2\">More attention is being paid to customer satisfaction by making good service a priority, rather than answering and ending the largest number of calls in the quickest and cheapest way possible. <\/font><\/p>\n<p><font size=\"2\">This year, 75% of contact centres are including customer satisfaction as part of their strategy as they realise that loyal and happy customers have a commercial benefit, says the report. <\/font><\/p>\n<p><font size=\"2\">Last year the focus was far more on cost cutting and head count targets rather than quality and process improvements. <\/font><\/p>\n<p><font size=\"2\">\u201cThe objective of the contact centre must be to drive customer satis- faction and to retain profitable customers,\u201d says Paul Scott of Didata\u2019s customer interactive solutions division. <\/font><\/p>\n<p><font size=\"2\">\u201cContact centres must look at their service levels and their customer base to determine the most effective and efficient ways to both satisfy and retain customers.\u201d <\/font><\/p>\n<p><font size=\"2\">Progress in enhancing the customer experience is being achieved as an average of 82% of enquiries are now resolved in the first call, up from 71% last year. <\/font><\/p>\n<p><font size=\"2\">The average answering speed has also improved by six seconds, from 28 to 22 seconds this year. <\/font><\/p>\n<p><font size=\"2\">A call centre must be able to identify customers immediately and also provide security checks to prevent fraud, says Scott. <\/font><\/p>\n<p><font size=\"2\">Inet-Bridge<\/font><\/p>\n<p \/>\n","protected":false},"excerpt":{"rendered":"<p>IT MAY not feel like it when you are hanging on the phone listening to annoying music, but call centres are finally realising that their primary function is to please the customer \u2014 according to a global study by Merchants, the call centre arm of Dimension Data.<\/p>\n","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_sma_x_autopost_status":"idle","_sma_x_autopost_error":"","_sma_x_post_id":"","_sma_facebook_post_id":"","_sma_instagram_post_id":"","_sma_threads_post_id":"","_sma_x_attempts":0,"footnotes":""},"categories":[17],"tags":[],"class_list":["post-548188","post","type-post","status-publish","format-standard","hentry","category-technology"],"_links":{"self":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/548188"}],"collection":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/comments?post=548188"}],"version-history":[{"count":0,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/548188\/revisions"}],"wp:attachment":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media?parent=548188"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/categories?post=548188"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/tags?post=548188"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}