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Meet the blended call centre

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The risk of using and outsourced contact centre is having agents idle during periods of low demand – resulting in a loss of revenue. The solution however is a bended approach where a company has operators operating in an inbound and outbound approach.

The risk of having an outsourced contact centre is having agents idle during periods of low demand. Every second that employees are sitting around waiting for a customer to get in touch means the loss of revenue. So how does a contact centre address this challenge in order to keep productivity high and maximise on profitability?

“A blended contact centre which operates as both an inbound and outbound contact centre is the answer,” explains Henry McCracken Regional Sales Director for Aspect Software. “This enables the dynamic workflow management so that skilled agents are always either making or receiving calls depending on the requirements at any given moment,” he adds.

In order to achieve this, a blended contact centre strategy needs to understand where opportunities lie for creating time and ensuring that employees are always in the right position at the right times. This is essential in creating a positive customer experience. There needs to be a balance to ensure that when there is a large number of agents making outbound calls that there is not a sudden influx of inbound calls.

“Predictive analytics is a solution that can play a major role in reducing the likelihood of an imbalance. It also helps to recognise when the organisation is expected to be at its busiest and when there will be periods of ‘dead time’ that needs to be filled. It is however important to keep in mind that having an effective blended contact centre goes beyond front-line agents. It is therefore essential that monitoring and planning incorporates back-office functionalities, as this is often where bottlenecks arise impacting performance,” he continues.

Wasted time is a major problem for outsourced contact centres. “Customers become frustrated when their issue is not resolved on the first interaction. This frustration grows when they are passed around to a number of agents until they eventually reach the most appropriate person to assist them. This is equally as frustrating for the contact centre as they need to devote and allocate more resources than necessary to a single call,” he says.

A self-service offering and a strong omni-channel is key in addressing time inefficiency. This is not only beneficial for the contact centre but it also appeals to the growing number of younger customers who are dependent on services such as social media, text and mobile. Encouraging the use of self-service reduces the pressure on contact centre agents, freeing them up for other activities.

Intelligent use of planning and workforce management tools is particularly valuable to outsourcers, as this allows contact centres to offer their clients a wider range of value-added services which in turn improves customer satisfaction and boosts productivity. Blending back office activities with front-line activities ensures that agents gain a good insight into the customer’s circumstances and current situation which helps them to resolve queries effectively and faster.

“Whilst this not only increases customer satisfaction, it also develops staff morale as employees that have the right information are likely to be more confident within their roles. In turn this leads to higher productivity and employees that are able to perform a much wider range of activities which is critical if a blended contact centre strategy is going to be successful,” says McCracken.

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Now download a bank account

Absa has introduced an end-to-end account opening for new customers, through the Absa Banking App, which can be downloaded from the Android and Apple app stores. This follows the launch of the world first ChatBanking on WhatsApp service.

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This “download your account” feature enables new customers to Absa, to open a Cheque account, order their card and start transacting on the Absa Banking App, all within minutes, from anywhere and at any time, by downloading it from the App stores.

“Overall, this new capability is not only expected to enhance the customer’s digital experience, but we expect to leverage this in our branches, bringing digital experiences to the branch environment and making it easier for our customers to join and bank with us regardless of where they may be,” says Aupa Monyatsi, Managing Executive for Virtual Channels at Absa Retail & Business Banking.

“With this innovation comes the need to ensure that the security of our customers is at the heart of our digital experience, this is why the digital onboarding experience for this feature includes a high-quality facial matching check with the Department of Home Affairs to verify the customer’s identity, ensuring that we have the most up to date information of our clients. Security is supremely important for us.”

The new version of the Absa Banking App is now available in the Apple and Android App stores, and anyone with a South African ID can become an Absa customer, by following these simple steps:

  1. Download the Absa App
  2. Choose the account you would like to open
  3. Tell us who you are
  4. To keep you safe, we will verify your cell phone number
  5. Take a selfie, and we will do facial matching with the Department of Home Affairs to confirm you are who you say you are
  6. Tell us where you live
  7. Let us know what you do for a living and your income
  8. Click Apply.

 

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How we use phones to avoid human contact

A recent study by Kaspersky Lab has found that 75% of people pick up their connected device to avoid conversing with another human being.

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Connected devices are becoming essential to keeping people in contact with each other, but for many they are also a much-needed comfort blanket in a variety of social situations when they do not want to interact with others. A recent survey from Kaspersky Lab has confirmed this trend in behaviour after three-quarters of people (75%) admitted they use a device to pretend to be busy when they don’t want to talk to someone else, showing the importance of keeping connected devices protected under all circumstances. 

Imagine you’ve arrived at a bar and you’re waiting for your date. The bar is busy, and people are chatting all around you. What do you do now? Strike up a conversation with someone you don’t know? Grab your phone from your pocket or handbag until your date arrives to keep yourself busy? Why talk to humans or even make eye-contact with someone else when you can stare at your connected device instead?

The truth is, our use of devices is making it much easier to avoid small talk or even be polite to those around us, and new Kaspersky Lab research has found that 72% of people use one when they do not know what to do in a social situation. They are also the ‘go-to’ distraction for people even when they aren’t trying to look busy or avoid someone’s eye. 46% of people admit to using a device just to kill time every day and 44% use it as a daily distraction.

In addition to just being a distraction, devices are also a lifeline to those who would rather not talk directly to another person in day-to-day situations, to complete essential tasks. In fact, nearly a third (31%) of people would prefer to carry out tasks such as ordering a taxi or finding directions to where they need to go via a website and an app, because they find it an easier experience than speaking with another person.

Whether they are helping us avoid direct contact or filling a void in our daily lives, our constant reliance on devices has become a cause for panic when they become unusable. A third (34%) of people worry that they will not be able to entertain themselves if they cannot access a connected device. 12% are even concerned that they won’t be able to pretend to be busy if their device is out of action.

Dmitry Aleshin, VP for Product Marketing, Kaspersky Lab said, “The reliance on connected devices is impacting us in more ways than we could have ever expected. There is no doubt that being connected gives us the freedom to make modern life easier, but devices are also vital to help people get through different and difficult social situations. No matter what your ‘connection crutch’ is, it is essential to make sure your device is online and available when you need it most.”

To ensure your device lifeline is always there and in top health – no matter what the reason or situation – Kaspersky Security Cloud keeps your connection safe and secure:

·         I want to use my device while waiting for a friend – is it secure to access the bar’s Wi-Fi?

With Kaspersky Security Cloud, devices are protected against network threats, even if the user needs to use insecure public Wi-Fi hotspots. This is done through transferring data via an encrypted channel to ensure personal data safety, so users’ devices are protected on any connection.

·         Oh no! I’m bored but my phone’s battery is getting low – what am I going to do?

Users can track their battery level thanks to a countdown of how many minutes are left until their device shuts down in the Kaspersky Security Cloud interface. There is also a wide-range of portable power supplies available to keep device batteries charged while on-the-go.

·         I’ve lost my phone! How will I keep myself entertained now?

Should the unthinkable happen and you lose or have your phone stolen, Kaspersky Security Cloud can track and protect your device from data breaches, for complete peace of mind. Remote lock and locate features ensure your device remains secure until you are reunited.

 

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