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South African Telecoms Customers Only Prepared to Wait 5 Minutes
SUBTONOMY (https://www.Subtonomy.com/), the world's leading telecoms technical customer support vendor, today reveals new research on the South African market, providing key insights into the online habits and customer support expectations of South Africans.
South Africans are spending increasing amounts of time online
The global shift towards digitalisation hasn't bypassed South Africa. Rather, as South Africans transition to the latest smartphones, they're spending more and more time online. According to a recent ProxyRack report, for example, the average South African now spends 9 hours and 38 minutes per day online – making them the world's heaviest internet users.
A new study by Sweden's Subtonomy, provides unique insights into how South Africans are spending this time, revealing:
- 97% are using at least one social media platform
- 88% are watching the latest movies or streaming TV
- 86% are paying bills or reading news online
- 74% are using their mobiles to work from home or to access video conferencing apps
- 56% are gaming on their handsets
- 28% are controlling smart home applications.
What all of these advanced data applications have in common, is that they require a robust, stable and always-available network, and this is precisely where customers say there's a big problem - with 7 in 10 admitting they're frequently experiencing problems with their connectivity.
Excellent customer support has become a critical decision point for customers
In addition to dealing with the demands of more complex services, and responding to changing customer needs, South African service providers have the added challenge of regular and unpredictable load balancing events to cope with. But while South Africans don't necessarily blame their service provider - indeed 8 out of 10 say they're doing a great job supporting them – disruptions to their service have become such a significant issue that customer support quality is now seen as a key decision point when deciding which network to use.
But what does excellent customer service look like to the average South African? Increasingly, they expect it to be fast, convenient, proactive and digital.
- FAST - 53% of customers say they're only prepared to wait a maximum of 5 minutes to access service.
- CONVENIENT – 39% of customers expect round-the-clock support, and in the 50-54 demographic this rises to 56% of customers.
- PROACTIVE - 94% of customers say they'd like to be notified about planned maintenance ahead of time, so they can take mitigation actions, and want to be notified in real time about any outages.
- DIGITAL – although 51% of customers are resolving their problems via the call centre, 30% said digital self-service is now their preferred support channel, and a further 56% said they'd choose self-service via their mobile app IF their service provider could troubleshoot and fully resolve problems from within the app.
Fast, convenient, proactive, digital support is available today
The good news is that the type of fast, convenient, proactive digital support South Africans want has already been developed, tried and tested, and is now being routinely delivered in the advanced mobile markets of Scandinavia. South African service providers are now actively seeking to replicate this type of experience in order to meet customer expectations, drive down support costs, and deliver a world-class experience to customers.
“All networks experience both planned and unplanned problems at one time or another,” explains Fredrik Edwall, EVP Sales & Marketing, Subtonomy. “But what differentiates service providers is the ability to rapidly pinpoint exactly what's causing their customer's problem and then quickly resolve it, while at the same time keeping the customer informed and updated throughout.”
Distributed by APO Group on behalf of Subtonomy.
Contact Tina Rosén to set up an interview: tina.rosen@subtonomy.com
Click here (https://apo-opa.info/48cLpc0) to download a full copy of Market Study 2023: Customer Attitudes to Support in South Africa.
About Subtonomy:
As the only telecoms vendor dedicated to technical customer support, Subtonomy isn't just a solution, we're at the forefront of a customer experience revolution - blending cutting-edge technology with user-friendly tools to break down barriers, streamline and future-proof telecom operators' businesses.
- When precision matters our solutions dive deep, revealing detailed service experiences and addressing current needs while preparing for the dynamic telecoms market of tomorrow.
- Harnessing automation to meet customer expectations via Subtonomy's Self-Service API which helps enhance every digital touchpoint, with effortless but complex troubleshooting thrown in.
- When shifting from reactivity to proactivity our advanced tech support solutions mean you're not just acting faster, but reaching out proactively to keep customers informed via mobile app, website, or IVR.
To find out more about how Subtonomy is reshaping customer support and helping deliver stellar customer experiences today see Subtonomy's website (https://www.Subtonomy.com/).
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Magalies Water welcomes BCCSA ruling
Magalies Water welcomes BCCSA ruling
Magalies Water says it has noted the judgement issued by the Broadcasting Complaints Commission of South Africa (BCCSA) which ruled in its favour against SABC News.
The matter relates to a news report broadcast and published on 21 June 2023 across SABC News platforms about alleged water quality non-compliances recorded at the Mmabatho Water Treatment Plant.
Magalies Water said in a statement on Monday that the plant, through agreement with the Ngaka Modiri Molema District Municipality (NMMDM), is managed and operated by Magalies Water on behalf of the district municipality.
“While Magalies Water is on record admitting that prior to taking over the operations at the water treatment plant, which was previously operated and managed by the erstwhile Sedibeng Water, numerous operational challenges had affected water quality output, as was reported in the Blue Drop Watch Report for the 2021/22 financial year, the situation has improved.
“Within reasonable time, through collaboration many of the identified challenges were resolved,” said Magalies Water.
The NMMDM, as the asset owner and a responsible arm of government, would have not continued to maintain a working relationship with Magalies Water at the detriment of the residents who are the primary recipients of this important service.
The progress was consequently reported to the accounting authority – the Department of Water and Sanitation - and this information was supplied to SABC News as well, during their own investigations relating to the allegations of continued water quality non-compliances.
“Magalies Water’s Scientific Services, through its SANS 241 accredited scientific laboratory ensures that water treatment processes at the water treatment plant, result in potable water of the highest quality, which is certified as safe for human consumption and does not pose any health-risks to the consumers.
“To date, the water treatment plant, is regularly monitored and tested for non-compliances. Where noncompliances are observed, Magalies Water immediately activates quality assurance processes in line with the water sector standards, to resolve such,” said Magalies Water.
In its judgement, according to Magalies Water, the BCCSA found that SABC News failed to comply with provisions of Section 12 (3) of the code of conduct, which reads: “Clause 12(3) of the Code of Conduct determines if a person who has stated that he or she is not available for comment or such a person could not reasonably be reached to comment on a public issue, it must be stated in the programme. If there is no response from a person or party whose issues are to be discussed, or if, as in this instance the response is not received timeously, the Broadcaster is obliged to mention this fact on air. Applied to the facts of this case the Broadcaster should have indicated that the Complainant was asked for its comment but that their response had not reached the Broadcaster at the time of the broadcast.”
The Commission has assured Magalies Water that SABC News has been reprimanded in accordance with the ruling.
Magalies Water Chief Executive Sandile Mkhize said the judgement vindicated the water utility’s position and reaffirmed its integrity as a reputable bulk water services provider.
He said SABC News’ approach, story treatment and delivery fell short of the BCCSA code of conduct as Magalies Water’s complaint was based on fairness.
“We are not only relieved but also vindicated. It has always been our position that the SABC needed to act responsibly and not be sensationalist in its approach.
“The misrepresentation that Magalies Water suffered extended to doubts in the minds many, as it relates to our capacity, skills, and technical knowledge to improve water quality within the area of operation.
“We appreciate the role of the media as the fourth estate and its watchdog function, however, it is critical that the conduct of journalists and editors alike is beyond reproach given their responsibility to society” Mkhize said. - SAnews.gov.za
Janine
Mon, 09/11/2023 - 19:50
163 views
Music Specials Are Always Better On The Biggest Screen – Catch Talking Heads’ Cease Making Sense in an exclusive IMAX Live Experience screening and celebrate the life of one of music’s greatest icons in a special global premiere event
Two exclusive and iconic music specials make their way onto the big screen at select Ster-Kinekor cinemas during September. One of them has been dubbed ‘the greatest concert film of all time’ and Talking Heads fans concur. The other is a celebration of the life of one of music’s greatest icons, Carlos Santana. Stop Making …
United Nations (UN) ready to assist people affected by deadly Johannesburg blaze
UN Secretary-General António Guterres has underlined support for South Africa in the wake of the deadly fire in Johannesburg on Thursday which killed at least 74 people, including 12 children.
The overnight blaze ripped through a five-storey rundown building in the city centre occupied by homeless people and squatters. Dozens were injured.
The building was among many in the downtown area that have been abandoned and “hijacked” by criminal gangs who rent them out to families.
Sadness and grief
The fire was among the worst in South Africa's history. President Cyril Ramaphosa, who visited the site, described it as a “tragedy” and “a wake-up call”, according to media reports.
The UN Secretary-General was deeply saddened by the news, his spokesperson said in a statement issued later on Thursday.
“In this moment of great sadness and grief, he conveys his sincere condolences to the families of the victims and to the Government and people of South Africa,” it said.
Mr. Guterres also wished a prompt recovery to the injured.
He added that the UN Country Team in South Africa stands ready to work with the authorities to provide assistance to those affected by the fire, and to prevent further incidents of this nature.
Distributed by APO Group on behalf of UN News.
Promoting Local Nelson Mandela Bay Business
The Eastern Cape is a real dichotomy – many internationally known business and sportspersons hail from Nelson Mandela Bay and the Eastern Cape, many businesses are lauded for their innovational ways of conducting business and then… most of those people, schooled and hardened in the deep, hot trenches are then snapped up to work in …
Boost for tourism and job formation with launch of Cappello on the KZN South Coast
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Kingvaldo announces the title and release date of his current single
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Collective effort needed to fight cyberbullying
Collective effort needed to fight cyberbullying
Collective effort can create greater awareness of cyberbullying or any violence against women, says acting government spokesperson Nomonde Mnukwa.
“Through our collective effort, we can create greater awareness of cyberbullying or any violence against women especially and bring perpetrators to justice. Often people are reluctant to report such cases but I want to encourage you to do so through the SAPS Crime Stop (Tip-off Line) [on] 0860 010 111,” she said on Friday.
Mnukwa who is also the acting Director-General of the Government Communication and Information System (GCIS), was speaking at the fourth annual Women in Media and Communication panel discussion focusing on the cyberbullying of female journalists and online gender-based violence.
She told those attending the session at the TUT Pretoria Campus that the gender-based violence pandemic is felt at all levels of society.
“Young and old, rich or poor, all races - we are all not immune. In our time, we have made our voice heard and continue to do so against such injustices. However, we need the voice of the youth to be louder, we need to change the landscape, it is our responsibility, it is in our hands,” she said.
She urged young people to use the resources at their disposal to ensure the safety of women.
“We may be focussing on cyberbullying today, but we know that the attitude that we see on social media towards women is just an extension of what happens in homes and communities.”
She said the effect of online violence or cyberbullying can be devastating, leaving the targeted person feeling hurt, humiliated, angry, depressed or even suicidal.
“I want to remind you today that you about the power that we possess as women and as youth, we change environments, we move mountains, we are unstoppable. You are not powerless if you are a target of online violence and abuse.
“Save the evidence by capturing the social media post, voice note, image or video for use as evidence should you ever need it. As you may know, social media websites are also doing their part to keep the spaces free of abusive content.”
Responsibility
Turning her attention to government communication, she said government communicators have a responsibility to provide on time, credible information as prescribed in the constitution.
“It is our responsibility to communicate to South Africans about issues that are pertinent in their lives – ranging from providing empowering information, progress on government commitments and key developments, most importantly in the languages that they understand. It is also our responsibility to communicate about South Africa in the continent and the world at large.
“Coming closer to today’s theme, it is part of our work as government communicators to empower citizens like yourselves with information on where to report acts of abuse of any form especially cyberbullying.
“We need to work in a very ethical, responsible, accountable ways. In a world of misinformation and fake news, these professionals are the gatekeepers of truth. Fake news and misinformation is rife in cyberspaces.”
She added that communicators and journalists have a critical role in countering false narratives, dispelling myths, and ensuring that citizens receive credible information.
“By doing so, they empower the public to make informed decisions and actively engage in the democratic processes. Being a government communicator comes with great responsibility. Similar to journalists, upholding high levels of integrity, ethical standard is paramount, as their words and actions have the power to shape public opinion and influence decision-making processes.
“As students, you represent the future of this nation. Whether you aspire to become government communicators or pursue other paths, the value of effective communication cannot be underestimated.
“By developing your communication skills, you contribute to building a more informed, empathetic, and united society. Embrace the power of dialogue, listen to diverse perspectives, and cultivate the ability to convey your thoughts clearly and respectfully,” she said. –SAnews.gov.za
Neo
Sun, 08/27/2023 - 11:59
507 views
Koeberg Unit 1 expected to return in November
Koeberg Unit 1 expected to return in November
Eskom’s Unit 1 at the Koeberg Nuclear Power Station is planned to be commercially available on November 3, since undergoing a planned outage late last year.
Unit 2 is expected to go on a similar maintenance outage from November 7. This will ensure that both Koeberg units are not shutdown simultaneously.
In an earlier version of this story, SAnews, the South African Government news agency, incorrectly stated that both units will be returning to service in November. SAnews regrets and apologises for any inconvenience caused in this regard.
The power utility said the maintenance project will make the nuclear power station more efficient and add a further 27MW to the power station’s output.
“The replacement of the steam generators was a first of its kind complex nuclear project to be performed at Koeberg and is the last major plant component out of the three to be replaced on the unit as part of the Long-Term Operation (LTO) project.
“The other two components, namely the replacement of the Refuelling Water Storage Tanks and the Reactor Vessel Closure Heads, have been replaced in previous years on both Units 1 and 2. The replacement of the steam generators is the last of the large components that Eskom deemed necessary to be replaced in support of its application to operate the Koeberg units for another 20 years,” the power utility said.
Eskom explained its decision to apply to the National Nuclear Regulator (NNR) for an extension to operate the power station for a further 20 years.
The power utility added that the delay in returning the two units to service will not have an effect on its application.
“The conservative design of the station, the investment that Eskom has made in continuously improving the safety standards, the rigorous maintenance as well as the testing programme over its operating lifespan, give merit to Eskom’s decision to apply for the licence to operate the plant for an additional 20 years.
“The Koeberg units have operated safely and reliably for almost 40 years. The amendment of the operating licence will enable Koeberg to continue providing safe, clean, and reliable power to the grid, and playing the essential role of stabilising supply in the Western Cape, which Unit 2 has safely continued to do with an excellent energy availability factor of 94.87%, while Unit 1 was on outage,” it said. – SAnews.gov.za
NeoB
Sat, 08/26/2023 - 11:52
251 views
Government pays tribute to ingenious journalist, Derek Watts
Government pays tribute to veteran journalist, Derek Watts
Government has sent condolences on the passing of one of the nation's most esteemed and respected journalists, Derek Watts.
The 74-year-old veteran Carte Blanche TV presenter, known for his exceptional investigative journalism skills, died on Tuesday after battling cancer.
He first graced TV screens in 1985 as a Top Sport anchor and later took up his iconic role as Carte Blanche news hound.
“The iconic presenter’s passing leaves a big void in the realm of journalism, where his dedication, integrity and storytelling skills have left an enduring mark on the hearts and minds of South Africans and beyond.
“Derek Watts was more than just a journalist; he was a voice of reason and an advocate for transparency and accountability.
“His dedication to journalistic ethics, courage in uncovering hidden truths and commitment to holding those in power accountable are values that will continue to inspire generations to come,” said Government Communication and Information and Information System (GCIS) Acting Director-General, Nomonde Mnukwa.
Among other things, Watts will be remembered for his interviews that were marked by a unique blend of empathy and straightforwardness, which allowed him to delve into the core of issues, while maintaining the respect and dignity of all involved.
“Government extends its heartfelt condolences to Derek Watts's family, friends, colleagues, and all those whose lives he touched through his work. Government also recognises the profound loss that his passing presents to the media fraternity and to the nation as a whole,” Mnukwa said. – SAnews.gov.za
Edwin
Wed, 08/23/2023 - 09:26
670 views
Is Your Web Site on THIS List?
Today we had a look at our MyPR.co.za web site statistics for the month to date of August 2023. We have deployed our own hosted stats software and have been closely watching and comparing these stats – with Google Ananlytics and our global Server Statistics programmes – in order to check the veracity of the …
Eskort launches a SPRING cooler BOX in an unforgettable way
On Tuesday, August 8th, he social media streets were buzzing over a billboard with an apparent spelling error. The billboard in question was at O.R. Tambo International Airport. It had the words, “Go Springbox. Love Eskort” prominently displayed in big bold letters. This caught the eye of some very astute observers who shared pictures and …
Learners launch storytelling project to “recapture the beauty” of Masiphumelele
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Thousands of non-violent offenders due for early release from prison
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Revolutionizing Corporate Training: CleverLMS Unveils Tailored Solutions for Businesses
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Minister to establish panel to professionalise women sports
Minister to establish panel to professionalise women sports
Minister of Sport, Arts and Culture Zizi Kodwa has committed to set up a panel of experts to lead the establishment of a blueprint to professionalise netball and football.
This follows Banyana Banyana making history as the first senior South African national women or men’s football team to progress beyond the group stages of the FIFA World Cup.
In addition, the SPAR Proteas fought gallantly as the host nation in the first ever Netball World Cup to take place on African soil.
Addressing the ministerial breakfast in Johannesburg, Kodwa expressed his disappointment that there are still discussions on the need for women to be paid equally with men in sport.
“Women’s rights are human rights. Women must at least be paid equally in sport. If we must, we will make laws to enforce equal pay. Women athletes made the 2023 Women’s Month a memorable one.
“I am so elated about these achievements. We owe it to them to do all in our power to afford them the recognition and support they deserve and more. May today’s celebrations be the catalyst for the continued honouring of our elite sports women,” he said on Thursday.
Prior to Banyana Banyana leaving for the FIFA World Cup, which took place in Australia and New Zealand, the team was embroiled in a pay dispute with the South Africa Football Association (SAFA).
According to media reports, the dispute with SAFA was over bonus payments and contracts.
In an effort to honour women in sport, Kodwa hosted a breakfast for Banyana Banyana and the SPAR Proteas, South Africa’s national women’s football and netball teams, respectively, to celebrate them for raising South Africa’s flag high.
“While government has supported efforts to boost women and youth sports development in the country, it cannot do it alone. All stakeholders must play a role in realising the aim to professionalise women’s football and netball.
“I challenge corporate SA to join the department in ensuring the as a country, we recognise, cultivate and celebrate excellence across sporting codes,” the Minister said.
South African netball team Captain Bongi Msomi spoke of the challenges experienced by women in sport due to the lack of support and recognition.
“A couple of our players have had the opportunity to play oversees based on their hard work. We take way less than what we deserve as women in sport. It is a shame that we have to go on the court constantly and compete against professional athletes.
“There will always be a gap. It does not matter how much effort we put in. Professionalising women sports is a step we have to take and it has to come with speed,” Msomi said.
Due to Banyana Banyana playing for university teams, Vice-Captain Thembi Kgatlana said their competitors at the World Cup undermined them.
“They couldn’t believe that we didn’t have a professional league. They called us students because the majority of us play in the Hollywoodbets and universities. They undermined us but we had a fighting spirit, which led us to qualify for the last 16 of the FIFA World Cup,” she said.
Reflecting on the past year, which has been challenging for her due to an injury and losing family members during the World cup, she emphasised that it was important for her to represent her country in the tournament.
“It was very difficult. I had not been with Banyana Banyana for a year because of my torn Achilles tendon that I got in July last year at the Women's Africa Cup of Nations. The first day I got to camp for the World Cup, I got a call to say my father’s aunt passed away.
“While I wanted to go home, I couldn’t because I was part of the team that was trying to sort out the issues that we had before the World Cup. The next morning, my great grandmother passed away.
“They gave me some time to be at home. Afterwards, I left for New Zealand and three days before the World Cup started, my aunt passed away because of womb cancer,” Kgatlana said.
While she was struggling with the news of her family members, Kgatlana ultimately decided to play in the tournament.
“Two days before the match with Italy, I missed training because I had a breakdown. It was very difficult but when I saw my teammates go to training and come back with smiles, I understood what was at stake, qualifying for the last 16. I got strength from my team. They prayed for me and supported me,” she said.
The Minister announced that his department’s infrastructure team will be hard at work at Cala Senior Secondary School and Mchawula High School in Cala, Eastern Cape, building netball courts.
“What set South Africa’s bid apart to host the 2023 Netball World Cup from the rest was its potential to build a legacy in the country. Government has contributed to this legacy by constructing up to 10 multipurpose sports courts in schools,” the Minister said.
These include schools in Hammarsdale, KwaZulu-Natal, as well as some in the Northern Cape and Gauteng. – SAnews.gov.za
nosihle
Thu, 08/17/2023 - 11:31
399 views
Fame Week Africa and Super App ayoba join hands to Spread Entertainment Excellence across the African Continent
FAME Week Africa, the prestigious event celebrating outstanding achievements in the African entertainment industry, is pleased to announce its media partnership with ayoba, the leading African SuperApp. This strategic collaboration is set to amplify ayoba’s reach and engagement within the African market while complementing FAME Week Africa’s mission to promote excellence and innovation across the …
Massive improvement in attendance at Western Cape schools
We have had a massive improvement in school attendance, with 1 074 649 learners, or 89% of all learners enrolled, present at our schools on Monday in the Western Cape.
We thank all those parents who responded to our call to bring their children back to school.
We also had 52 271 staff members, or 93% of school staff members, at school on Monday.
While we are pleased at the increase in learner attendance, they are still a little short of normal levels, which should be closer to 92%.
Now that the minibus taxi strike is over, we appeal to parents to please work with us and ensure that children go back to school. We need our learners back in class, so that we can work on getting them #BackonTrack.
Unfortunately, we are once again battling fake news regarding schools closing and threats to schools.
As a result of a false claims about a resumption of the minibus taxi strike, which circulated on Monday, concerned parents at some schools collected their children early.
SANTACO-WC has confirmed that the claimed resumption of the strike was fake news.
Please do not share information that has not been verified, because it has the potential to cause fear and disruption.
We simply cannot afford to lose one more day of teaching and learning at our schools in the Western Cape.
Distributed by APO Group on behalf of Western Cape Education Department, South Africa.
AV-INNOVATE and ATMS Advisors Forge Strategic Partnership to Advance Air Traffic Management
Johannesburg, South Africa – AV-INNOVATE and ATMS Advisors are excited to announce the signing of a Memorandum of Understanding (MOU), heralding a new era of cooperation, collaboration, and mutual support in the aviation sector. Signed by Mr. Sibusiso Nkabinde, representing AV-INNOVATE, and Mr. Arthur Bradshaw, on behalf of ATMS Advisors, the MOU formalizes the parties’ …