SeaFrance Limited, a French ferry operator on the Dover to Calais route, is working with voice recording and event capture solution provider TISL, to improve the quality of service it delivers to its global customer base. The solution, valued at 60 thousand, is for TISLs Eventra voice recording software which has been rolled out across SeaFrance, 24×7 inbound contact centre in Dover.
“As in any other customer facing organisation dealing with large numbers of members of the public of multiple nationalities we place a very high value on our levels of customer service. It is not just a case of ensuring that all our employees are equipped and able to answer the questions they get asked by our customers; but about managing the Contact Centre to ensure the consistency of our high quality brand image across all areas of the organisation,” Lee Cornwall, contact centre manager for SeaFrance commented.
By implementing Eventra, SeaFrance is aiming to enhance the quality of service it delivers to their customers each year. By monitoring and analysing the skills of their travel consultants, they want to provide each employee with the appropriate training to improve and develop these skills. All calls and files are encrypted and are admissible in a court of law, should the need ever arise.