Why your customers hate your IVR and how to fix it.
Why your customers hate your IVR (and how to fix it) The scene we all know too well We all start off with hope. You’ve carved out the time to call customer support and you’re ready to explain the issue to a fellow human. But instead, your met with…. 📞 “Welcome to [insert the name […]
What metrics really matter in a modern contact centre?
If you’ve worked in or around contact centres for more than five minutes, you’ll know one thing for sure: there’s no shortage of data! So, what metrics really matter in a modern contact centre? Every second, someone somewhere is tracking something. From handle time to abandonment rate, first contact resolution, CSAT and SLA. You name […]
QContact’s R25 million bet on South Africa: Tech, jobs, and the future of CX
We had 1,697 people apply to join us in just one week. That number blew us away, but in all honestly, it didn’t surprise us. Because if there’s one thing we’ve seen time and time again, it’s that South Africa is packed with talent, drive, and potential. You just need to give people the opportunity […]
Tightening restrictions on cold calling activity in South Africa
After a fresh complaint by the South African Internet Service Providers’ Association (ISPA) to the Independent Communications Authority of South Africa (ICASA) about the use of mobile numbers for calls from contact centres, and long held plans for a national opt-out register and restrictions on cold calling are close to implementation.
What CSAT really tells you and what it doesn’t
CSAT is not the villain… but it’s definitely not the hero either. It’s one of those metrics that’s everywhere because everyone’s tracking it, reporting on it, and ultimately trying to improve it. But when you take a step back and really look at what CSAT is measuring and how it’s being used, it starts to fall […]
Burnout in contact centres, how to spot it early
Burnout in contact centres doesn’t just happen overnight, it builds slowly. In my experience, people often miss burnout because it looks like laziness or a bad attitude from the outside. But that’s not what’s really going on. More often than not, the people who burn out are the ones who care too much, for too […]
Handle “Let me speak to your manager” like a customer service pro
Every customer service professional knows that feeling when a customer says, “Let me speak to your manager.” It’s a moment that can send a wave of anxiety, but it doesn’t have to be a negative experience. The way you handle it can turn a tense situation into a positive one. Whether you work in retail, […]
How to improve AHT and keep customers happy
Every company wants to save money and work smarter, but there’s a fine line between efficiency and cutting corners. Average Handle Time (AHT) tracks how long agents spend per call, including talk time, holds, and follow-up work. Learn how to improve Average Handle Time (AHT) without sacrificing customer satisfaction.
Average Handle Time (AHT): How to measure it and why it matters
If you were trying to figure out how well a busy restaurant was doing, you wouldn’t just count how many customers they served, right? You’d probably also want to know how long each table took— from ordering to paying the bill. In the world of contact centres, “table time” would be your Average Handle Time or AHT