Call centers continued to play a prominent role in business headlines this past week, and we have all the updates condensed here.
There was distressing news from overseas, as new research showed that the average consumer in the U.K. spends nearly two weeks each year waiting for customer service to resolve problems. The researchers refer to this time – equivalent to the amount of vacation time the average American gets every year – as a “fraughtnight,” a play on the word “fortnight.” The survey, which was conducted by Omnibus polling for KANA Software, says poor customer service is to blame. “Our vacations are offset by annual 'greycations' invested into the mundane process of waiting to be served and trying to get things put right," said Kenny Bain (News - Alert), EMEA general manager for KANA, in a statement. "You could argue that the effect of poor service neutralizes any benefit we get from our annual holidays."
There was better news from the Mideast, as Smart Link BPO Solutions and Contact Centers reported it has finished phase one of Saudi Arabia’s National Contact Center for the Kingdom’s e-government program, Yesser. Following more than a year of proposals and assessments from global and local companies, the Supreme Supervisory Committee of the e-Government Program selected Smart Link to establish and maintain the National Contact Center (NCC for short, or also known as Amer). Smart Link, a member of the Al Khaleej Training and Education Group, is the largest professional business services and contact center solutions provider in Saudi Arabia.
There was also good news for travelers seeking help far from home. To offer more convenience to its customers, InsureMyTrip, a travel insurance comparison site, announced the extra time of its customer care call center hours for customers. InsureMyTrip.com is consumer-oriented online travel insurance, catering to clients around the world. Featuring insurance comparisons from other top industry providers, InsureMyTrip.com works as a one-stop resource that can meet consumers' travel insurance needs—all in a secure environment. Officials at InsureMyTrip said that the call volume at their customer care center has increased as more customers seek guidance on travel insurance plans during off-peak hours and weekends.
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