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SPESCOM finalist in BPeSA BPO awards
Spescom DataVoice, a division of Spescom Limited, is a finalist in this year’s BPeSA’s (Business Process enabling South Africa) National BPO Awards; widely acknowledged as one of the BPO (Business Process Outsourcing) sector’s foremost competitions for industry innovation.
Qnique Insight, Spescom DataVoice’s Quality Performance Management solution, will compete against two other finalists for the Technical Innovation of Year (Vendor Solution) award, which falls under the Technical Innovation of the Year category on 1 November 2008 at Gallagher Estate in Midrand, Johannesburg.
The Technical Innovation of Year (Vendor Solution) will be awarded to the winning innovator for creativity in the use of technology to enhance business performance and customer service.
Eskom Ltd nominated Spescom DataVoice for its ability to support the utility’s operations to overcome obstacles with an innovative technical approach and method.
Says Kgabo Badimo, managing director at Spescom DataVoice, “Our nomination is undoubtedly a feather in our cap as the BPeSA awards acknowledge the strides made in call centre product innovation. We feel privileged to be part of such an illustrious competition and thank Eskom for our nomination.”
Eskom chose Spescom DataVoice’s Qnique Insight as this enables it to measure the quality of service delivered to customers by its agents located in its seven contact centres. As a public utility, customer calls must be handled with the highest degree of competence, incorporating the knowledge of Eskom’s processes and systems.
With Qnique Insight, Eskom can measure both individual and overall process performance, which in turn enables the blending of qualitative and quantitative analysis. Due to its flexible nature, it enables the customisation of assessment processes and results analysis to deliver improved operational efficiency.
