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More than 60% China Consumers Pleased to Use Video Streaming when Interacting with Contact Centers

01-10-2008

China consumers are generally more open to new technologies when dealing with contact centers compared to other Asian countries and regions, according to a latest research commissioned by Avaya.

BEIJING - China consumers are generally more open to new technologies when dealing with contact centers compared to other Asian countries and regions, according to a latest research commissioned by Avaya. More than 60 percent of the research respondents are happy to use video streaming when speaking to contact centers. They are also more open to self services and talking to home agents or agents based in foreign countries. As long as their problems are solved, China consumers do not mind talking to more than one person during a call.

 

Conducted by callcenter.net, Avaya Contact Center Consumer Index – China 2007 is the first research project in China that specifically analyzes consumer preferences in regards to contact centers. This report offers companies a better understanding of their customers needs and we enable Avaya to provide customers with strategic advice on how to meet customer expectations. The survey covers seven countries including China, Australia, New Zealand, India, Singapore, Korea, and Japan.

 

In comparison, only 18 percent of consumers in Singapore and 20 percent in Japan like video streaming. China ranked the highest (89 percent) in regards to using touchtone or speech recognition self service technology for basic queries or transactions, much higher than countries like Japan (45 percent) and Korea (35.7 percent). In addition, China consumers also ranked the highest (70%) for using self service to solve very complex questions.

 

China consumers are the least concerned about where contact center representatives (CSR) are based, as long as they can solve their problems quickly and professionally. About two out of three consumers in China would be happy to talk to a CSR who is working from home, while 36 percent do not mind talking to a CSR based in a foreign country. In New Zealand, eight percent of consumers are willing to talk to a CSR based in a foreign country and in Australia the percentage is only four.

 

About half (43.7 percent) of China respondents felt that as long as each person was an expert in their field and helped solve their problem, they did not mind talking to a number of customer service representatives. In comparison, only 23 percent of respondent in Singapore agree with this notion.

 

"China consumers appear to be the most open to innovative call center techniques, which is useful information for China enterprises establishing centers that reach customer preferences," stated James Haensly, Strategic Vice President of Avaya APAC. "With the adoption of IP, especially the SIP technologies, enterprises will be in a better way to build call centers that allows for applications like multi-channel service, video self service, and proactive contact, in order to be more agile and efficient in serving customers and driving business performance."

 

China consumers generally have a positive outlook on contact centers. Fifty-six percent of the respondents agree that they enjoy interacting with contact centers and think that they make their life easier, compared to 10.7 percent in Australia, and 18 percent in New Zealand. In addition, 68 percent of China customers do not mind if companies proactively call them with new product offers, and special deals and promotions. Again China ranked the highest in the seven countries, with Japan reaching 38.7 percent and Australia 44.2 percent.

 

When asked whether they would recommend a company to their family and friends and consider it as their first choice in the future, over sixty percent of China respondents felt that if they had a good experience with the company's call center then they would definitely consider these options.

 

The report indicates that in China professionalism, by 54 percent, ranks as the most important attribute to consumers followed by efficient, friendly and polite customer service representatives. And the top reason why China consumers rated negative on their last calls with contact centers, is that they waited for too long.

 

About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than one million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site: http://www.avaya.com

 

About callcentres.net
Established in 1999 and based in Sydney with a regional office in Singapore, callcentres.net is the central portal for the Asia Pacific contact center industry providing research, benchmarking studies and up-to-date news and information. callcentres.net is recognized as the leading Analyst organization for the Asia Pacific contact center industry. www.callcentres.net

 

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