Call Centre HUB Collaboration

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Change is apparent in the South African Call Centre industry, as companies realise that their customers are demanding more effective and efficient services. To meet ever-changing customer demands, …

Change is apparent in the South African Call Centre industry, as companies realise that their customers are demanding more effective and efficient services. To meet ever-changing customer demands, companies will need to change their Call Centre game plans – especially in tougher economic times. In order to support these changes and ensure continuous improvement of Call Centre operations, it is apparent that key players in the South African Call Centre industry will have to stand together to ensure that Call Centre solutions are communicated and made known to all Call Centres.

Call Centre HUB has created the first ever Call Centre Industry Collaboration, a platform where Call Centre solutions and best practices can be communicated with ease. This is an invitation to all suppliers, vendors and service providers servicing the Call Centre industry to publish their products, services and solutions on the Call Centre HUB website portal. The reasoning behind the Call Centre HUB website portal is detailed herein.

The Call Centre industry has been identified by the South African Government as one of the country’s key economic growth areas; a means of creating jobs and foreign investment.

Statistics, however, show that one out of four South Africans are unemployed. The official unemployment rate was at 29.8% in the last quarter of 2012, which is nearly six percentage points higher than the 23.9% finding by the 2011 fourth quarter labour force survey (QLFS). The expanded unemployment rate, which includes people who did not actively look for work in this period, comes out at 40%, compared with 35.4% in the labour force survey. Youngsters – defined as 15 to 34-year-olds – accounted for 71% of all jobless people, compounding the fears of ANC leaders that they are sitting on a "ticking time-bomb" of youth unemployment that could ultimately trigger major social unrest. In addition to this, Finance Minister Pravin Gordhan has said that the economy needs a sustained growth of seven percent a year – nearly three times the two and a half percent forecast for 2012 – in order to make a dent in unemployment.

If the South African Call Centre industry is viewed as the solution to our unemployment and economic growth issues, the question is then how Call Centres have met this expectation. There are plenty of generally agreed and accepted methods about what to measure and what comprises good call centre performance. Unfortunately, based on these performance measurement methods, there is much more evidence on the ‘poor’ performance of call centres – from customers, media and (often rather covertly) Call Centre management.

The question remain what do we do about it? How do we improve the operations of all call centres in South Africa, with the evidence of meeting the government expectations?

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  • 1. PRESENTED BY: Tilly Davies Call Centre HUB Introduction Your LogoSupporting the Call Centre Industry Together
  • 2. Agenda Your Logo Call Centre HUB Options Role Players Tools New Concept Methods Contributions 1 2 3 4 5 6 7
  • 3. Supporting the Call Centre Industry Together At Call Centre HUB everything we do, we do because we believe we are unique, we believe we can make a difference, we believe we can improve the customer service experience. We achieve this through the first ever call centre industry collaboration with all role players in the call centre industry - the customer, the customer service initiative, the supplier….all working together. Call Centre HUB
  • 4. The Call Centre HUB Collaboration Logo Supporting the Call Centre Industry Together Collaboration gives a common purpose to all Call Centre Industry role players, achieving business benefits by working together to create a positive Customer Experience always. • Effective collaboration with customers, call centres and suppliers builds a community that cares about the call centre industry, its growth, its perception and the future. • Helps people to work together to achieve the desired customer experience results • Lowering the cost of communications through improved access to knowledge • It allows businesses to learn from each other • Turning customer initiatives from cost centres to investment opportunities for the business as well as the supplier • Requires no new technology, saving time and cost • 83% of leaders today has collaborations in place of which 13% has happened in the last year Business to Business collaborations is no longer optional it is a priority
  • 5. The Call Centre HUB Collaboration Method Logo Supporting the Call Centre Industry Together 2 • Information • News, Opinion Pieces, How To Guides, Academic Research, Events, Blog • HUB Storms • Breakfast Seminars • Ask a Question Service Call Centre • Social Media • Facebook, Twitter, You Tube • Ask a Question Service • Report a Service • Mainstream Media • Caxton, Star, Radio Customer 1 Supplier, Vendor, Solutions Provider 3 • Solutions HUB • Media Coverage • Events, HUB Storms • Ask a Question Service • Articles vs Expert Opinion
  • 6. The Call Centre HUB Collaboration Tools Logo Supporting the Call Centre Industry Together  Resource HUB  Events HUB  Training HUB  Career HUB  Certification HUB  Solutions HUB
  • 7. The Call Centre HUB Collaboration Our Contribution Logo Supporting the Call Centre Industry Together  Editorial  Database Management  Business Development  Social Media Management  Website Management
  • 8. The Call Centre HUB Collaboration Your Contribution Logo Supporting the Call Centre Industry Together  Articles  Events  Social Media Content  Education Tools  Your Clients vs Database
  • 9. The Call Centre HUB Collaboration Benefits Logo Supporting the Call Centre Industry Together  Making the right connections (even those you did not know existed) quickly and easily  Enabling broader social network:  Exchanging ideas and making decisions together  Sharing, accessing, and re-using information  Cost of unsuccessful marketing efforts reduced  Trade more easily with virtually any partners  Provides a strong foundation with which to build business relationships  Know the user through database repositories  Appropriate access to needed resources
  • 10. The Call Centre HUB Collaboration Join Us Logo Supporting the Call Centre Industry Together  30+ Years Call Centre Experience  Setup some of the major call centres in South Africa  In depth knowledge of call centre operations  Understand the day-to-day challenges within a call centre  Involved in the selection of solutions from suppliers  Unique service driven by passion for customer service excellence
  • 11. The Call Centre HUB Collaboration Options Logo Supporting the Call Centre Industry Together Logo  Dedicated company profile page  Company description  Company videos  Downloadable company brochure  Links to whitepapers, opinion pieces, news, events including tutorials  Featured Listing  Social Media Marketing  Advert  Reporting Details  Listing Partner  Referral Partner  Associate Partner Options
  • 12. The Call Centre HUB Collaboration Cost Logo Supporting the Call Centre Industry Together  Customer  Call Centre  Supplier, Vendor, Solutions Provider
  • 13. The Call Centre HUB Collaboration Engagement Process Logo Supporting the Call Centre Industry Together  Level of Interest  Partnership  Proposal  Invoice  Identify Champion  Implement, Train and Structure
  • 14. QUESTIONS? Your Logo