Customer Care – UNISA takes a brave but welcome step to shut down call centres. September 1, 2011Posted by warwicksworld in Uncategorized.
If you think about it, call centres are really a poor business solution – and for a variety of reasons. The list is endless. Staff are often contract workers, call answer times are notoriously slow, language and communications skills are often poor and above all there is no commitment, motivation and passion. They are expensive – and all this in the name of customer care! If you have a problem it is ‘escalated’ to another supervisor and much like when you experience bad service at a restaurant; unless you complain directly to management not much will change.
So what is the solution?
Give some of the people what they want. Many queries can be resolved without the customer dealing with call centres. With millions of South-Africans using pc’s , smartphones and tablets – there is a much better way.
How about an online ‘customer ticketing system’ which achieves the following:
Every query submitted can be followed and tracked simultaneously – by the client and by management. Clients can see the status of the query online, who is handling it, if it has been reassigned, what extra information is needed and when the expected resolution date is. And it’s all documented, dated and time stamped.
And product mangers get reliable feedback. Even the MD, if he wants, can log on and monitor staff actions. Perfect.
Funnily enough the software has been available on the net as an asp.net plug-in for websites at a cost of around R1000. Sort of makes you think why companies haven’t downscaled their call centres dramatically. The best is yet to come – You do don’t need a call centre. Staff anywhere in the world with access to an internet browser can access it. What’s more – the system can be set to trip when overload is reached and normal office staff can assist whether they are at work, at home or even on holiday.
So UNISA has taken this bold step and I believe it is the right one. I have used the system and although I get instant feedback – there is room for improvement. But a great step none the less.