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September 2011 |
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Drastic shift in consumer behaviour
The Consumer Protection Act, which came into effect on 1
April this year, has seen a drastic change in the way call
centres handle customer queries. The consumers of today
are more aware of their rights and responsibilities; they
demand more information and quicker response times. As a
result call centre consultants have to up-skill and offer
more support in the fast-changing environment of customer
care.
Consumer complaint lines no longer operate during normal
working hours. In fact, it’s important for these services
to operate from 08:00 to 22:00 seven days a week, all year-round.
Although call centres remain the dominant channel of communication
for consumers, the use of social media channels, like Facebook
and Twitter, together with the growing number of blogging
websites, have also become popular means for them to raise
complaints and share views. But, due to the real-time nature
of this communication – consumers can air complaints
at any time of the day or night – it has become vital
for service providers to handle enquiries sent via these
channels, promptly and accurately.
This has lead one customer care provider, 121 Outsource,
to introduce a Multi Channel Support (MSC) structure to
handle queries sent through all communication channels without
delay, which includes a team of agents dedicated to handling
queries sent via social media.
The 121 Outsource group are specialists in customer care
in South Africa. For more information on their services
contact them on 021 530 9121 or visit their website, http://121brandmarketing.posterous.com/.
Please feel free to make comments or raise new issues by
emailing the editor
editor@fastmoving.co.za
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RECRUITMENT AGENCIES
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Nicolene
Di Bartolo
It is our mission to source exceptional talent in mid-to executive
management levels across all job categories. |
Strategy
Recruitment Marketing
Strategy Recruitment Marketing is focused on providing tailor-made,
alternative recruitment solutions that are based on out-the-box
strategic and creative thinking. |
Talented
Selections
Talented Selections is committed to identifying highly talented,
exceptional individuals who have built solid careers at a
middle and senior management level and like us are passionate
about what they do. |
Zakhele
Staffing Solutions
Zakhele Staffing Solutions believes in developing and maintaining
Long-Term relationships with candidates and clients. |
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