Uniphore Survey Exposes Significant Customer Service Gaps In Contact Centres Across Asia Pacific During Global Pandemic


Benchmark report from Uniphore confirms call centres are a lifeline for consumers seeking support for COVID vaccines, travel, online shopping and more into 2021 Contact centres have yet to catch up with customer expectations almost a year into the global pandemic More than half of Malaysians (59%) trust remote agents with their personal information; Indians and Vietnamese trust remote agents the most. Local consumers (57%) preferred to speak to a live agent when reaching a company’s call centre
Uniphore, an early leader in Conversational Service Automation (CSA), announced results from its latest COVID-era survey that highlights significant challenges faced by both consumers and customer service centres. This includes noteworthy consumer frustrations and missed opportunities for brands to deliver a better experience while building trust and loyalty across Asia-Pacific (APAC) and Malaysia. The report also shows consumers have high expectations when it comes to customer experience and they are comfortable with new technology and humans delivering it.

Customer interaction expectations versus reality
Ravi Saraogi (Photo Credit: Times Business Solutions)
Call centres and customer experiences are a bellwether for consumer confidence and have become increasingly critical during the pandemic as an opportunity to build customer connections. However, 60% of local consumers find themselves feeling angry, frustrated, and annoyed while being put on hold when they contact a call centre; 56% of respondents in Malaysia said they waited more than 30 minutes to get a response. Furthermore, 21% of Malaysia consumers said they did not get their questions solved the first time when reaching out to a call centre.

Ravi Saraogi, Co-Founder & President (APAC), Uniphore said, “Contact centres are a lifeline for support on critical issues from healthcare to travel to commerce and one of the most powerful ways brands build customer loyalty. However, many consumers today still feel undervalued at the same time as call centre agents feel overwhelmed and under resourced. We have the ability to change this and empower call centre agents with technology and support that enables them to truly hear the voice of the customer and deliver personalised and impactful answers and support.”

Trust in remote contact centre agents
Almost a year into the pandemic, organisations across APAC have transitioned to remote working. This has led to businesses turning to the use of chatbots, interactive voice recording (IVR) and social media channels to communicate with consumers.

However, the survey data reveals that there is still a strong preference from local consumers (57%) to speak to a live agent when reaching a company’s call centre. In other words, this is the preferred method for contacting a company about an issue. Only 20% of local consumers prefer to interact with a chatbot as their first interaction, with about 10% of Malaysia consumers indicating that they will reach out to a company via social media.

With the massive and rapid shift to remote work, 59% of Malaysia consumers claimed they trust contact centre agents with their personal information while working remotely. The two countries who trust remote agents the most are India (74.5%) and Vietnam (75.4%), while Singaporeans trust remote agents the least at 37%.

Hearing the customer
It is clear that contact centre interactions present an opportunity for brands to build trust, loyalty and increase their customer base, but this is not happening for many brands. The disconnect between consumer frustrations with call centres, and the solutions companies are offering can be solved by automation technologies.

The survey results also showed that a growing number of consumers are open to trusting automation to improve their experiences with a company. 50% of local respondents who contacted a call centre expect some type of post-call follow up, while 58% would prefer an email.

With an increase in customers calling and a desire for more information from companies, agents will be overwhelmed by the amount of post-call work if they do not work hand-in-hand with their Artificial Intelligence (AI) co-workers. Malaysia is moving in the right direction, 43% of consumers in already feel comfortable if companies use AI technologies to help the customer experience, especially if the technology is assisting a human agent. Although when compared to India (78%), and Vietnam (72.5%), there is still much work to be done in Malaysia to better blend the human touch with machines working behind the scenes.

Survey Background
This survey was completed in January 2021. The survey was administered online and included a random sampling of 1,210 adults from across Japan and Asia-Pacific with representation across all age groups between 18 to 65+. Results were weighted to represent the overall population.


Artikel ini hanyalah simpanan cache dari url asal penulis yang berkebarangkalian sudah terlalu lama atau sudah dibuang :

https://www.zulyusmar.com/2021/03/uniphore-survey-exposes-significant.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+ZulyusmarcomMalaysianLifestyleFoodBeveragesTravelTechnologyAndNews

Kempen Promosi dan Iklan
Kami memerlukan jasa baik anda untuk menyokong kempen pengiklanan dalam website kami. Serba sedikit anda telah membantu kami untuk mengekalkan servis percuma aggregating ini kepada semua.

Anda juga boleh memberikan sumbangan anda kepada kami dengan menghubungi kami di sini
No Parliament For Two Years During 1969 Emergency Law Minister

No Parliament For Two Years During 1969 Emergency Law Minister

papar berkaitan - pada 22/3/2021 - jumlah : 276 hits
De facto Law Minister Takiyuddin Hassan maintained that the government is functioning well even though Parliament has been suspended through an emergency proclamation that came into force on Jan 11 He pointed out that during a separate emer...
Do Not Violate Sop During Cheng Beng Rituals Ministry Warns

Do Not Violate Sop During Cheng Beng Rituals Ministry Warns

papar berkaitan - pada 20/3/2021 - jumlah : 567 hits
Devotees have been warned not to flout the standard operating procedures implemented at Chinese cemeteries and columbariums during the Cheng Beng or Qing Ming festival that will be celebrated on April 4 The National Unity Ministry in a stat...
Socso Pays Out Rm14 1 Billion During Covid 19 Crisis

Socso Pays Out Rm14 1 Billion During Covid 19 Crisis

papar berkaitan - pada 12/3/2021 - jumlah : 527 hits
Socso says it will continue the five initiatives under the 2021 Budget and the PERMAI stimulus package to ensure no one was left behind during this pandemic KUALA LUMPUR The Social Security Organisation has disbursed more than RM14 1 billio...
Covid 19 Vaccination Permissible During Ramadan Minister

Covid 19 Vaccination Permissible During Ramadan Minister

papar berkaitan - pada 24/3/2021 - jumlah : 283 hits
Muslims in the country are allowed to receive the Covid 19 injection during the Ramadan month as it will not invalidate compulsory fasting Minister in the Prime Minister s Department Zulkifli Mohamad Al Bakri noted that the decision was mad...
Santhara Is Back Working Remotely During 10 Day Quarantine

Santhara Is Back Working Remotely During 10 Day Quarantine

papar berkaitan - pada 25/3/2021 - jumlah : 192 hits
Deputy Federal Territories Minister Edmund Santhara Kumar Ramanaidu has returned to Malaysia after over 80 days in New Zealand The Segamat MP said he is currently undergoing 10 days of mandatory quarantine and working online I returned to M...
Vesbo Malaysia Dinobatkan Jenama Sarapan Terbaik Asia Oleh Luxlife London

Vesbo Malaysia Dinobatkan Jenama Sarapan Terbaik Asia Oleh Luxlife London

papar berkaitan - pada 17/3/2021 - jumlah : 250 hits
Bubur Sarang Burung Segera Vesbo keluaran Malaysia baru baru ini dipilih sebagai Pemenang Jenama Makanan Sarapan Sihat yang Terbaik di Asia oleh LuxLife Magazine Bubur segera yang dirumus khas dari sarang burung walit mengandungi sumber pro...
Air Asia Akan Buang Pekerja Lagi

Air Asia Akan Buang Pekerja Lagi

papar berkaitan - pada 11/3/2021 - jumlah : 363 hits
Air Asia Akan Buang Pekerja Lagi Syarikat penerbangan tambang rendah sedang bersiap sedia memberhentikan lebih ramai kakitangan kecuali larangan merentas negeri ditamatkan menjelang akhir April ini Dalam wawancara bersama Nikkei Asia presid...
Global Trade Rejoices As Suez Canal Blockage Comes Unstuck

Global Trade Rejoices As Suez Canal Blockage Comes Unstuck

papar berkaitan - pada 30/3/2021 - jumlah : 211 hits
The Ever Given is pulled by one of the Suez Canal tugboats earlier today SUEZ The MV Ever Given was refloated and the Suez Canal reopened today sparking relief almost a week after the huge container ship got stuck during a sandstorm and blo...
National Geographic To Premiere Its First Ever Global Competition Series Race To The Center Of The Earth

National Geographic To Premiere Its First Ever Global Competition Series Race To The Center Of The Earth

papar berkaitan - pada 27/3/2021 - jumlah : 220 hits
Brought to you by the creators of multi EMMY Award winning reality series The Amazing Race producers Bertram Van Munster and Elise Doganieri introduce RACE TO THE CENTER OF THE EARTH a new adrenaline packed global competition series The pos...
Sabah Air Belum Mohon Lesen Perkhidmatan Udara Kata Menteri Pengangkutan

Tan Sri Vincent Tan Dan U Mobile

Mistakes To Avoid When Installing Glass Block In Your Next Project

Malaysia Singapore To Jointly Nominate Chingay For Unesco List

Empat Sekawan Dipenjara Tiga Tahun Culik Budak Perempuan

Konsep Wadiah Pengertian Hukum Dan Rukun Dalam Perspektif Syariah

Tv Samsung Rosak Tamat Tempoh Hayat

Top Up Biskut Timbang


echo '';
Biodata Terkini Penyanyi Illa Sabry Peserta Gegar Vaganza 2024 Musim 11 GV11

Info Dan Sinopsis Drama Berepisod Senyawa iQIYI Malaysia

Info Dan Sinopsis Drama Berepisod Project Projek Exit Astro Originals

Pelajari Asal Usul Nama Makhluk Seram Kisah Fiksyen Barat Yang Terkenal

10 Fakta Filem Kahar Kapla High Council Yang Ramai Tak Tahu Prekuel Drama Project Projek High Council


Terus Berdoa

Resepi Daging Lembu Masak Berlada Pedas Berapi

Lauk Kampung Ikan Bakar Air Asam Picit Dan Ulaman

Doa Membasuh Tangan Kanan Dan Kiri Saat Wudhu

Malaysia Can Help Palestine Restore Telecommunications Says Fahmi

Morning Thunderstorms Forecast In Some States Including Selangor And Kl