Witness Systems, a supplier of performance optimisation software and services, announced a deal with Volkswagen Financial Services, Ltd. in UK to provide the companys call centre in Blakelands, Milton Keynes, with its latest eQuality software.
by Filipe Samora , 2003-01-09
Volkswagen Financial Services Ldt (VFS), an ancillary of the Volkswagen Group in the UK, chose eQuality software to maximise both quality and efficiency of its services representatives with accuracy, clarity and enthusiasm:
The eQuality software is a vital part of the new quality assurance programme that we will be launching this month. We are confident it will help us driving customer satisfaction and operational improvements, stated Martin Ballard , operations director at VFS in UK.
Witness Systems eQuality is a browser-based solution designed to increase the quality of customer interactions across multiple communications integrated media, including telephone, e-mail and the internet.
Its closed-loop feature enable clients to record, evaluate and analyse customer calls and then launch e-learning to develop staff and generate additional income.
The eQuality platform will give us a better understanding of the nature and tone of our customer interactions. Voice recording is just half of the performance equation as software allows us also to gauge how well our agents navigate our customer information system from their desktops.
By evaluating both sides of the interaction, we can conduct a complete performance assessment, Mr. Ballard added.
VFSs Blakelands contact centre employs more than 100 agents, handling approximately a 70,000 inbound and outbound calls flow per month regarding automobile finance agreements for the Volkswagen Group in the UK.
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