06 May 2014
The banking sector in Africa is becoming increasingly competitive
on the continent. Contact centres can provide financial service organisations
with an edge.They can assist to improve customer service, drive
sales, lower the cost of products, ensure compliance and better manage risk.
Foreign direct investment in Africa continues to grow
and the economic growth prospects for many African countries remain positive.
Regulatory and political reforms, ongoing liberalisation of key industry
sectors and the democratising effect of technology, boosted by the landing of
undersea cables up further fuel the fires of economic growth.
While the strategies, objectives and processes of financial
services organisations vary, typical scenarios include the need to:
processes and customer interactions across geographies
and enforce service standards
compliance and implement risk management
backend systems and databases to improve customer service and increase sales
technologies to facilitate interaction with customers via multimedia
staff productivity; improve margins on products
customer segmentation to align service focus with business strategy
customer self service
costs through introduction of a single technology
leverage enterprise resources for customers service through introduction of a single
Contact centre solutions are designed to help address
these challenges, but the importance of business analysis – the assessment of existing
business processes and their alignment to strategic goals – should not be
needs, meeting objectives
Business analysis will assist to identify pain points so
that underlying process, technology and business issues can be addressed. This
may, among others, see adaptation of a process, automation of a function or
improvement of workflows.
centralised contact centre.
access to key transaction and customer data.
auto-dialler for outbound calls.
An end-to-end solution provides a single enterprise
interface, facilitating access to data and expertise within the enterprise to
resolve customer queries. This makes specialists available to agents when
needed and provides high value clients with expert assistance.
A contact centre is continually evolving to meet
changing business and customer demands, particularly as new products are
introduced and the macro-economic environment dynamically shifts. It is thus
essential to select a service provider that can assist the organisation to
create the right reports, measure and monitor performance, and continually
refine the solution.
When businesses rely strongly on specific tools, these
can be integrated into the contact centre. A logistics company, for example,
may want to give agents access to the information within a parcel tracking
The technology – the hardware and software -- needed
to put in place an effective contact centre solution is well documented. Select
a solution that has the breadth and capability of features your organisation
will need. Ensure that the solution also has a proven record for reliability
and ease of configuration. Contact centre solutions that are built using open
systems will be capable of integration with a wide range of other technologies,
systems and end user devices.