TUI UK, part of Europes largest travel group TUI AG, claims to have saved 200 working days per month and deployed nine highly qualified staff at its UK call centre by installing Webfocus as its business intelligence system of choice. Webfocus now combines call data and bookings information, and monitors employee effectiveness for a centre-wide incentive scheme.
Stephen Newland, information delivery team leader at TUI said, Webfocus provides us with timely information about business critical processes and sales trends together with the information required to monitor and assess agent performance at a variety of levels. In addition, agents now have a transparent environment in which to manage their own incentive schemes.
Agents focus on one brochure, but if they have capacity they work across product lines which can mean they handle up to 22 calls a day, so recording detailed timesheets with transactions completed, additional features sold and earnings due was very time-consuming. The paper-based system we had was costly, prone to error, provided us with sales trend data three days after we needed it and required nine people to run and maintain it.
To address this issue, TUI installed Webfocus . Following a test and development process the call centre has now automated the entire process described above. Errors are removed at source and management reporting and analysis is available at the end of each day.
As Webfocus delivers its output across the web, TUI decided to open up access to management information so that tailored reports are available to all agents, supervisors and management. These reports only show the data that each group and individual have authority to access, but enable fast updates and analysis for all members of staff.
We can now identify emerging market trends and are therefore better-placed to serve our customers, continued Steven Newland. Indeed, if Webfocus can handle this level of complexity effectively and efficiently in one of the most complex call-centre environments anywhere, I am sure it has the ability to handle any front or back office challenge in the call-centre world.”
2003-03-13
Em Foco – Produto