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Customer Concerns in Telecommunications Contact Centers: Information and Systems Factors

Authors:
Mike Hart
Grant Thavarajoo
Kgolane Thobejane

Keywords: contact center; information systems; channel integration; telecommunications; customer service

Abstract:
The contact center is a potentially strategic touch-point between consumers and organizations, but often the service obtained leaves much to be desired. Effective use of the information and technology in our digital society appears to have many inhibitors – organizational, technological and human. This study analyses some 2150 incidents regarding telecommunications service providers reported by customers to a South African consumer portal. Their main concerns were information related issues: inadequate communication channel integration, limited functional integration and customer information inaccuracies. System issues comprised system faults, system limitations and system unavailability. Compounding this in fewer cases were non-information service-related issues: incompetent or rude staff and lengthy delays. Although telecommunications products and contact center technology may be advanced examples of the digital age, unless there is sound management, organization and motivation, customers may not receive the service they expect.

Pages: 76 to 81

Copyright: Copyright (c) IARIA, 2011

Publication date: February 23, 2011

Published in: conference

ISSN: 2308-3956

ISBN: 978-1-61208-116-8

Location: Gosier, Guadeloupe, France

Dates: from February 23, 2011 to February 28, 2011