Distribution company Meritor has opened a new ASEAN Aftermarket Distribution and Customer Service Center in Singapore.
The Singapore facility is another expansion of the company's aftermarket footprint, by which commercial vehicle customers are serviced and supplied by a growing footprint of aftermarket distribution centers. Other facilities have opened recently in India, China and Australia that will all be managed by the Singapore headquarters.
The facility is also an integral part of the company's recent launch into an aftermarket-based, third-party multiple logistics business called Meritor Logistics, which offers customer support, core consolidation, remanufacturing and consulting services, as well as packaging and kitting, material planning, warehousing, distribution.
Bank of Melbourne is set to beef up its mobile banking app with a feature that promises to reduce the time it takes customers to get their queries resolved.
The bank's "Connect" feature can reduce the average call resolution time, which Bank of Melbourne chief executive Scott Tanner said put the bank ahead of the local competition.
The secret sauce is the preexisting authentication channel baked into the app. Customers are already securely identified through fingerprint technology or a four-digit password, so there's no need for them to answer a series of security questions when they speak to a customer service specialist. The bank's chief information officer, Dhiren Kulkarni, said eliminating the need for customers to identify themselves could save up to two minutes a call. That may not seem like much, but in the contact centre environment every second counts.
The Ministry of Home Affairs (MHA) is setting up strict quality parameters for state governments for running call centres under the Nationwide Emergency Response System and has come out with a detailed guideline. The proposed emergency number is likely to be operational next year and the government hopes that it would benefit women in distress.
At present, India has three emergency services 100 (Police), 102 (Fire) and 103 (Ambulance), which were designed at the time of a regulated telecom sector with only one telecom provider across India. As per the guidelines, the number of calls not attended by emergency vehicle should be less than five per cent of the total distress calls. MHA has said that it is expecting five hundred thousand calls per day in the first year of operation while it is expected to double in the next five years.
The ministry is expecting an increase in number of calls to the call centre by 10 per cent every six months, according to the guidelines. The average satisfaction score of citizens collected through feedback calls, text messages and other means should be more than 85 per cent while no caller should have to wait endlessly for response to their call.
New research from the UK's leading contact centre magazine Call Centre Helper, run in partnership with NewVoiceMedia, reveals that nearly half of industry professionals (44%) name 'IT issues' as a key barrier to running an effective contact centre.
The survey, which asked over 600 members of the contact centre industry ‘what barriers stop you from running your dream contact centre?' also found that budget (67%), the need for new technology (40%) and technology not being joined up (35%), are all responsible for restricting progress in the contact centre.
When asked what they would change, the majority of respondents commented on the need for basic working computer systems and demanded upgrades to the latest technologies. One participant commented, "New solutions are required to remove the need for legacy systems, processes and workarounds", while another remarked, "I'd like us to adopt better technology, so that advisers have one place to go for a complete customer view and can access all required data in one place".
Jonty Pearce, Editor of Call Centre Helper, comments, "Customer service has changed beyond recognition in recent years, putting an increasing amount of pressure on agents to handle more complex queries and master digital channels (such as webchat). It is unfair to expect agents to deal with slow computer systems as well. While contact centres are beginning to wake up to the benefits of maintaining good computer systems, there is still some way to go before this becomes industry standard".
Jonathan Gale, CEO of NewVoiceMedia, a global provider of cloud technology which helps businesses sell more, serve better and grow faster, adds, "It's surprising that IT issues are a barrier to so many businesses running a great contact centre. Cloud technology offers a cost-effective solution to businesses of all sizes, meaning they can make the most of their CRM investment and serve better to accelerate growth and stay ahead of the competition".
Sponsored by NewVoiceMedia, The Call Centre Helper Report offers a compelling view of the contact centre; from their fundamental framework, to widely used initiatives and the technologies that have made it on to every manager's wish list.