Digital Mall walked away with three of the five major call centre awards at the recent Call Centres Africa 2001 Industry Awards.
Digital Mall won Best Contact Design Centre; Best use of Technology in a Contact Centre; and the coveted Best Customer Service in a Contact Centre. Digital Mall was also runner up in the category Best Customer Contact Centre.
The Best Customer Service Award was based on presentation, customer testimonials, innovation and evidence of delivery.
Runners up in the category included Metropolitan Life, Dimension Data Interactive, Neuralact, Quest Connect and Grintek Telecom.
The judges noted: "Digital Mall not only had paper evidence, but also a proven track record out in the real world. Having rubbed shoulders with a number of their clients over the last while, we heard many a story about their fast, reliant deliveries and solutions, making awarding them Best Customer Service in a Contact Centre and easier task than expected."
The judges went on to say: "Digital Mall offers a comprehensive solution to Internet retailing, including online marketing, Web development, call centre outsourcing, hosting and maintenance, electronic commerce enablement and fulfilment, and data base mining, in order to be a powerful interface between business and consumer.
"For the Best Contact Centre Design, we approached the submissions looking for indications of the usual - a well designed layout, excellent facilities, above average climate control and flexibility in design, topping it all off with indications of return on investment (albeit in the form of staff morale). The Digital Mall contact centre gave us all this and more," noted the judges.
The Best use of Technology was a simple decision, said the judges. "Digital Mall presented a compelling case by demonstrating how they have negotiated the pitfalls of both e-service and e-CRM, without losing sight of the fact that a large number of SA customers are not yet e-enabled."
Yaron Assabi, CEO of Digital Mall said: "We are delighted by the outcome of the awards. To have walked away with three coveted awards and to be a runner up for a fourth category was very exciting. I would like to thank our major partners; eContact South Africa, Shimwell Design, Grintek, Nortel and Intelleca / Vocalis for all their assistance and support over the past three years. We are very pleased that the industry has recognised our hard work and dedication to CRM and multi-channel commerce. Most importantly, I would like to thank and express my pride in the team at Digital Mall for their passion and dedication."
Digital Mall is a provider of four key services to retailers:
. Internet retail
. Telesales and customer care (CRM)
. Nationwide delivery
. Integration with existing retail systems.
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The Digital Mall offering is made up of inbound and outbound telesales, campaigns and customer care; digital campaign management; processing of contacts via all mediums; central storage for all customer data; CRM functions including data mining, up-selling and detailed purchase behaviour analysis; delivery management and follow up; Internet retail (shop fitting and store management.); payment processing and fraud protection services; technology provision of IVR, voice logging, voice messaging, voice recognition, real-time payment gateways, CRM software, reporting tools and database architecture; catalogue postage services.
These services combined, make up a total offering to South African businesses to enable them to sell their products over the telephone and the Internet for delivery anywhere in SA and internationally.
Digital Mall combines a deep understanding of telesales and Internet retail issues with integrated, end-to-end services and a proven track record of shared risk and rapid, guaranteed delivery.
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