Hertz, the world’s largest car rental company, has further enhanced the sophistication of its call routing capability at its multi-lingual customer service centre following the implementation of an Advanced Intelligent Router application supplied by Rockwell FirstPoint Contact.
The application runs on Rockwell’s FirstPoint Enterprise 2002 call centre system at Hertz‘s new 30m euros Europe Service Centre in Swords, Co. Dublin, which was opened by Bertie Ahern, prime minister of the Republic of Ireland) in November 2002. The centre is staffed by nearly 1,000 people and handles over 5.5 million calls every year.
Eight different languages are spoken in the centre to handle calls from customers in 9 countries. The application will provide advanced skills-based and data-directed routing capabilities speeding up response times and helping to ensure customer queries are resolved in a single call.
Hertz has been a Rockwell FirstPoint Contact customer since 1995; Andrew Varley, vice president for Dublin operations at Hertz, explains why the company made the decision to upgrade its existing Spectrum system to Rockwell’s FirstPoint Enterprise 2002:
“We have always known that the Rockwell FirstPoint Contact system was the most reliable call centre system. Now it offers the most advanced call routing capability as well. In a multi-lingual call centre environment, providing a service to 9 countries, the challenge is to route every call to the person with the necessary skill-set to handle that call.
The Advanced Intelligent Router gives us a new level of sophistication, allowing us to route calls based upon multiple criteria, including customer data, language skill-sets, agent occupancy levels and business rules.”
Paul Bermingham, European MIS director for Hertz, was responsible for the implementation of the new system. He commented:
“The challenge we faced was to cut over to a new system literally overnight. There were a number of elements to this project including: upgrading our existing call centre platform and migrating our customer database to the new system. The success was down to the sheer professionalism of the project teams from Hertz and Rockwell FirstPoint Contact and selection of the right technology.”
The Rockwell FirstPoint Contact solution included Witness eQuality Call Recording and Monitoring system. Fabrice Genty, director reservations at Hertz, said:
“It is vital that we have a call centre system capable of handling thousands of calls every day. But we also believe that quality of the calls is equally important. The Witness system will allow us to monitor the quality of calls to identify training needs and deliver continuous improvements to the service we offer. We want to be number one, not only in terms of size, but also in our ability to exceed our customers’ expectations.”
Em Foco – Produto