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Vox Orion, Inovo partner to deliver contact centre solutions for SA needs
[Johannesburg, 20 April 2012] -
Contact centres in South Africa play a very different role to their North American and EU counterparts, says Wynand Smit of Inovo, which has partnered with Vox Orion to develop the Verto range of hosted contact centre solutions. As a result, their technology needs are different as well.“Just under 90% of South Africa's contact centres have fewer than 250 seats,” says Smit. “They're also far less specialised than the typical contact centre in a larger economy. Where in the US most agents are employed to do only one specific kind of task, in South Africa they have to be far more multi-skilled. A single agent might answer customer service calls in the morning, work on e-mails in the afternoon and help out on a sales campaign the week after.”As a result, adds Smit, “commercial and technical models imported from the rest of the world often don't meet South African needs. We need to be faster and more flexible, with much smaller capital budgets.”
[Full Story.]
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updated : 20 April 2012 |
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