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Contact Center's Customer Experience in Brazil 

  • February 2014
  • 47 pages
  • Frost & Sullivan
Report ID: 2042876

Summary

Table of Contents

An Overview of the Market’s Current Scenario and Recommendations for Companies on Customer Experience Management

Executive Summary

•The contact center’s customer experience in Brazil currently has a lot to improve in terms of quality of treatment, quality of agents, and technology.
•Even though the legislation for customer service in Brazil is very strict, companies still have difficulties keeping up with all of the terms and rules established by the government. The latter lacks strict regulation and inspection of companies’ performance.
•There are several public organizations, agencies, and institutions in the country whose goal is to provide customers with the means to demand their customer service rights. This includes whether it is only a consultation, a request, or a complaint, whenever direct contact with the company was not able to resolve their demand.
•On the other hand, Brazil currently also has private initiatives that improve customers’ communication with companies. Social media such as Facebook, Twitter, and Linkedin allow customers to post comments, questions or complaints to companies, while Web sites like ReclameAQUI create a direct bridge between the consumers’ complaint and the companies, giving the latters the opportunity to solve the problems and maintain their reputation.
•Many contact center outsourcers have been investing in customer service best practices to improve the services provided to clients.

Research Scope

•This research study covers contact centers in Brazil.
•The base year for this research study is 2013.
•The study discusses the current market legislation for contact centers, their key weaknesses and best practices, as well as strategic considerations for these companies.

Research Methodology

•Frost & Sullivan conducted primary interviews with the leading best practices contact centers in Brazil.
•The secondary research consisted of extensive reviews of industry publications, SEC filings, annual reports, press releases issued by market participants, and Frost & Sullivan's in-house databases and historical data.

Key Questions This Study Will Answer

What is the current scenario of contact centers’ consumer experience in Brazil?
What are the factors that lead to a poor consumer experience?
What are the sectors that have been showing the worst performance when it comes to customer service?
What are the companies showing the best practices when it comes to consumer experience?
Why is it important to focus on customer experience?
What are the recommendations for companies who wish to deliver a better experience for their clients?

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