ITWeb is running its first ever contact centre survey, which aims to find out how SA companies prefer to interact with customers – do they choose to operate their own contact centre, or do they rather opt to outsource this function entirely to a professional third-party contact centre services provider?

The survey seeks participation from decision makers across major industry sectors, whether they already operate a contact centre or plan to establish one in the future, either on-prem or using a hosted solution.

We ask, among other things, what are the main considerations when selecting a hosted contact centre service provider; whether a centralised or a distributed contact centre is preferred (in terms of the agent locations).

It also examines the uptake of omnichannel communications, and if companies operate or plan to operate an omnichannel contact centre, which customer interaction channels and features are considered to be “must haves”.

A summary of the key findings will be published on ITWeb.

By completing the questionnaire, you'll contribute to this local research project and stand a chance to win a Takealot voucher to the value of R3 000.

Complete the survey here.