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Service

EE brings 1,000 jobs to UK & Ireland

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100% of EE customer service calls will now be answered within the UK and Ireland as the company has created over 1,000 jobs in the last year.

The announcement follows parent company BT’s announcement of introducing 500 more positions to tackle increased customer demand.

Unlike its parent company, EE is among the least complained about mobile companies in the UK according to OFCOM, having received just five complaints in every 100,000 last quarter compared to BT’s 36.

The mobile giant has made a lot of progress since 2014, when the operator was receiving 12 complaints per 100,000, although its second quarter 2016 was the lowest record according to OFCOM, with just four.

EE was beaten to the top spot by O2, Three and Tesco Mobile, with Tesco receiving on average just a single complaint in every 100,000.

“2016 was a landmark year in the service that we provided to our customers,” said EE CEO Marc Allera, “We’re passionate about making our service the best in the industry, so you can expect more to come soon.”

On the horizon for EE is expanding its 4G coverage. By 2020 the company is hoping to have covered 95% of the UK’s landmass.

 

BLUECREST HEALTH SCREENING TO BOOST CUSTOMER EXPERIENCE USING 8X8

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Bluecrest Health Screening is introducing cloud-based communications technology to improve the service for its customers. Adopting 8×8’s Virtual Contact Centre and Quality Management solutions will give the company’s customer service agents the tools to provide an excellent experience at every stage of an interaction.

A leader in private health screening sessions for signs of illness, Bluecrest Health Screening needs its staff to be fully equipped to deal with customer enquiries effectively and sensitively.

Bluecrest needed one unified platform that lets its staff communicate with customers using their preferred method. 8×8’s Virtual Contact Centre offers staff the ability to respond via phone or email and with space for 30 staff on the system, Bluecrest can easily increase or decrease the numbers of agents based on service demand. As all cases are fully updated in the cloud after every interaction, agents can pick up from one another without needing to ask customers repeated questions.

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Analytics is key to measuring and improving agent performance; however, the incumbent reporting system needed manual input, which drained managerial time. Now all communications and cases can be tracked from just one place, saving time and ensuring that staff performance is always outstanding.

8×8’s analytics tools are also integral to Bluecrest to be able to track the success of marketing campaigns. Bluecrest uses more than 100 non-geographic numbers as part of direct mail campaigns and the ability to record call volumes and responses has been crucial in evaluating their effectiveness.

Angela Rodbourne, Contact Centre Director at Bluecrest, said: “We’re always looking at how we can improve our customer service using the latest technology. It’s important as a leading provider of healthcare that the level of service we provide in screenings is not only first class but also consistent, which is just as important when our customers reach out to speak to us. Next year, we’re hoping to achieve ISO 9001 to demonstrate our ability to provide excellent services to customers; we’re confident 8×8’s Virtual Contact Centre will help us with this.”

Kevin Scott-Cowell, UK MD of 8×8, said: “It’s important that companies like Bluecrest can rely on their chosen technology to work effectively and improve customer service in a sensitive space. We’re looking forward to working with them to improve service standards and support their bid to achieve  ISO 9001 accreditation.”

 

For more information visit Bluecrest via http://www.bluecrestscreening.com/ and 8×8 at https://www.8×8.co.uk/

Contact Centres Need to ‘Communicate With Customers’

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A survey has revealed that an overwhelming majority of Brits have a negative perception of call centres.

90% surveyed by Aquarium Software admitted they expect to be sold something when answering a call from a centre even though that makes up just one quarter of calls made in the industry.

“These results are worrying,” according to managing director of Aquarium Software, Ed Shropshire, who believes a large factor in positively changing public opinion is adapting to modern technology.

“Only the right software can allow contact centres to interact with customers in a way they find acceptable,” added Mr Shropshire, explaining that “if a customer is asking you a question via Twitter, a reply via phone call is unlikely to be appreciated.”

Making use of these ‘omnichannel systems’ lets consumers contact on their terms, giving companies a stronger reputation.

“There are always going to be a small minority who do engage in unsolicited selling,” but says that the future of the industry will be led by those who are willing to offer more ways to communicate, which will help “show the public that contact centres are a valuable and worthwhile resource.”

5 trends transforming Call Centres in 2017

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The Call Centre industry is “evolving at a very rapid rate”, according to leading industry analyst Peter Ryan. “Whether it is new technologies, alternative points of delivery or taking on the growing multitude of channels needed to communicate with today’s mobile consumer, enterprises need reliability and quality,” he claims, whilst offering his predictions for 2017

 

1 Location and languages spoken will become less important

The rise of automation will see a change in how people interact with call centres. As computers and voice recognition continues to impress, new business models focussing this way will change current opinions and concepts on off-shore and nearshoring.

 

2 Central and Eastern Europe will provide huge UK opportunities

In the post-Brexit world, studies are already showing countries such as Romania and Poland are increasing as top outsourcing destinations, as the countries are building reputations for customer service and financial attractiveness.

 

3 Data Security is more important than ever

As technology becomes the backbone of the industry and payment options become quicker and easier, security has to keep up with the evolving world in order to prevent dangers such as data and identity theft.

 

4 The boom of Apps, Chatbots and Mobile

It is predicted that around 85% of customer interaction will be entirely automated by 2020, and the companies that can more quickly make that switch will be leading the pack.

 

5 The departure from traditional voice

In the world of instant messenger, digital interaction is becoming the communication of choice for younger generations. Call centres will need to open up more channels in order to appeal to as many customers as they can, including emails, live chat and a broader range of social media if they want to stay relevant with an increasingly tech-savvy customer base.

Wilmac and Business Systems continue Global Partnership Alliance development…

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Well into the second year of its formation, the Global Partnership Alliance created by Business Systems and Wilmac continues to grow in strength by addressing the increasing need for ‘exceptional support and service’ on a global scale, in regards to recording technologies and other related solutions.

Amassing 18 partners across 39 countries, the Alliance – founded in 2015 – was the conclusion of a large number of global customers expressing the need to extend their service and support contracts across their countries of presence. On an international scale, customers hold greater and simpler centralised control of their estate with standardised cost plans and levels of service. Meanwhile, at a more local level, customers receive technical support from the ‘best local provider’ who holds a strong regional presence and is familiar with national regulations.

Founding director of Business Systems, Stephen Thurston, commented: “Systems availability pressures have dramatically increased for companies across the globe, and especially in the financial sector where the majority of our global customers operate. As a result, being able to provide them with high quality services, on time, wherever they need us, is becoming a key business driver for Business Systems. We are excited about partnering with Wilmac to extend our reach and deliver more value to our global customers.”

As well as voice data management and strategy consultancy, technical support services, professional services, remote management and monitoring and staff augmentation are offered to support existing systems for clients including NICE, Verint, Red Box and VPI.

New Content Guru and Teleopti partnership to optimise customer engagement…

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The communications integration provider, Content Guru and the workforce management solutions company, Teleopti, have announced their ‘best-in-class’ partnership by combining both services to improve customer engagement strategies in contact centres.

A custom-built integration connects Teleopti’s WFM client with the dynamic agent environment within Content Guru’s award-winning storm® CONTACT™ solution, enabling contact centre and workforce managers to continually evaluate and adapt their resourcing and customer engagement strategies.

Chief commercial officer at Content Guru, John Rees, said: “Workforce management (WFM) is an increasingly important element of the customer engagement hub, and plays a vital role in driving staff efficiencies in combination with more traditional contact centre functions. We’re delighted to partner with Teleopti to deliver best-in-class capabilities across both front-end routing and back-end staff distribution, using a cloud model to open up the benefits of converged WFM and contact centre capabilities to any size of organisation.”

The partnership has already welcomed a number of key clients in the UK and is reportedly looking to expand to global markets.