South Africa’s most severe customer service was discovered from within government departments and application suppliers, according to new analysis launched by contact centre experts, Interactive Intelligence.
The analysis was carried out by Workable Research among 1,407 participants between February and March 2013 in seven countries – Australia, Brazil, Germany, North America, South Africa, Sweden and the United Kingdom.
In South Africa, the number of participants totalled 364.
The reviews looked at customer encounters and objectives when working with organization contact with centres.
The South Africans asked for the international Customer Study sensed the best customer service could be discovered within the place industry – elected by 61% of participants, and in range with the international figure.
Online suppliers also ranked amongst the highest for customer service, at 45% (versus 51% globally), while 41% of voters said financial institutions provided the best customer service (versus 45% globally).
The most severe service however, was discovered in government departments, with 85% position among them the most severe, compared to 52% worldwide, and application suppliers (68% position them among the most severe vs. 34% globally).
Point of contact
South Africans still choose a speech discussion with a agent as their recommended means of getting a contact with centres, laptop computer discovered.
They expected an answer in less than three minutes and also wanted agents to have all the appropriate details at hand when they call.
Customers said a significant disappointment when working with a contact with centre agent is a lack of know-how on the part of the agent, with 79% in SA and 66% worldwide.
Being moved many times before finding the right person to help (89% in SA vs. 66% globally) was also a bugbear, along with having to do it again details at different points of the connections (64% in SA vs. 56% worldwide.).
Another significant disappointment South Africans mentioned when contacting a contact with centre is not being able to comprehend the agent when speaking to them on the phone (86% vs. 75% globally).
South African’s are also prepared to give credit where it is due as seven out of 10 local participants, against 59% worldwide, say they have had a remarkable customer encounter that made them want to share it with their loved ones.
Deon Scheepers, Strategic Consultant EMEA for Interactive Intelligence Africa indicates that companies and their workers need to move away from the false impression that customer encounter is a ‘touchy-feely, soft’ issue.
“Employees must be shown the main point here impact of bad customer encounter and bad customer service,” he said. “Staff needs to know that the organization will not exist without the customer, and follow ‘The customer will pay my salary’ attitude.”
Nearly sixty-six per cent (63%) of South Africans would use Facebook or myspace to communicate with a organization for customer service, and more customers will use public social networking to compliment a good service encounter than grumble about a poor encounter.
45% of South Africans have distributed a great customer encounter on a public social networking site, compared with an international average of 27%, the report mentioned.
Interactive Intelligence is a provider of contact with centre automated, specific emails, and business process automated software and services.