If a call centre says ‘try again later’, it might be too late
Client services agents are disempowered by archaic systems that cannot help them fix a problem
08 October 2020 - 14:49
Customer contact centres are traditionally one of the first places we call when something goes wrong with a product or service. They will have to improve dramatically in SA or they will lead many companies into terminal decline. The coronavirus may just be the unlikely catalyst for change.
Customer service in SA all too often has a laughably bad reputation. How many of us have spent endless hours on the phone to our cellphone provider or bank, when we want to do something as simple as upgrade a contract or close an account? ..
Would you like to comment on this article?
Sign up (it's quick and free) or sign in now.
Please read our Comment Policy before commenting.
Subscribe now to unlock this article.
Support BusinessLIVE’s award-winning journalism for R129 per month (digital access only).
There’s never been a more important time to support independent journalism in SA. Our subscription packages now offer an ad-free experience for readers.
Cancel anytime.
Questions? Email helpdesk@businesslive.co.za or call 0860 52 52 00. Got a subscription voucher? Redeem it now.