Caroline Tonkin

Director of Sales at Opsmatix Systems Ltd.

Message Posts: 1 Comments: 1

Bio Opsmatix AI automates operations based on unstructured data (e-mails, voice calls, chat, images, faxes...) and processes requiring human intervention Career History Fintech sales

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Artificial Intelligence and Financial Services

When it comes to offshore call centres, what price is a happy customer? How can AI help?

22 Feb 2021

The offshore explosion The nineties saw an explosion in the deployment of offshore service centres, the most popular destinations being China, India, Malaysia, Indonesia, Philippines and Brazil. The main benefit of this dash to offshoring and outsourcing was seen as reduced cost, given the compelling lower staffing and real estate costs these lo

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When it comes to offshore call centres, what price is a happy customer? How can AI help?

Thanks Mel. You seem to be right about organisaitons being blind to the problem - a survey by callcentrehelper.com found most senior managers considered Call Centres as a cost and a nuisance, rather than thinking that a good experience for clients is in fact good PR... I agree about WFH, I am greatly looking forward to meeting people in the flesh: but it is the case (as I found myself when my children were young) that taking time commuting to work means a long absence from young children. But there is a big difference between planned WFH, and being stuck home schooling during lockdown. And WFH can be a boon for e.g. eople with disabilities who find it hard negotiating an office environemnt, or indeed managing a commute to an office which may not have facillties to cater for them properly.

23 Feb 2021 Reply Read article