by AKANI CHAUKE
JOHANNESBURG, (CAJ News) – SOUTH Africans’ so-called spamxiety is at an all-time high.
Recent media reports suggest that 80 percent to 90 percent of voice calls are spam.
“The anxiety associated with answering one’s phone number for fear of unsolicited commercial calls – or spam – is real amongst a populace under financial pressure,” saId Ongopotse Motlhanke, Chief Executive Officer of Khumbula Tech.
It is a customer engagement consultancy committed to helping local firms ethically boost answer rates.
The company reports that millions of unanswered calls meant lost future revenue and ballooning bottom lines when the increased use of CLI (Call Line Identity) can help consumers understand who is calling, and why, with contact centre calls that display tailored business names and call reasons.
“CLI that displays business names or the reason for calling could go a long way towards calming spamxiety.
CLI refers to the information that is transmitted to the recipient’s caller ID display when a voice call is made.
Motlhanke said call centres were investing heavily in lead generation, data, and agent capacity, yet many never get the chance to speak to consumers thanks to the high-pressure tactics of a minority of contact centres who have helped propel spamxiety to record levels,” explains.
Motlhanke advised the outbound call centre sector to invest in advanced call presentation solutions that reduce contact attempts, restore trust between businesses and consumers and, ultimately, ethically boost answer ratios.
Khumbula Tech is a level 2 B-BBEE entity.
– CAJ News