Contact Center Solutions Featured Article

Yorkshire Water Customer Services Arm Deploys Verint QM Solution

May 21, 2009

Loop Customer Management has deployed the next-generation Impact 360 Quality Monitoring solution from Verint Witness Actionable Solutions.
 
Loop Customer Management is the customer services arm of Yorkshire Water. It provides contact center operations for Yorkshire Water, which delivers water and sewage services to 4.7 million people and 140,000 businesses across Yorkshire, U.K. 

 
Yorkshire Water is already using Verint’s quality monitoring (QM) and call recording technology at its Regional Operational Control Center located in Bradford. Verint’s Impact 360 software will now help Loop to capture, evaluate and learn from customer interactions.
 
The next-generation Impact 360 Quality Monitoring solution from Verint Witness Actionable Solutions will provide Yorkshire Water and its customers with encryption capabilities. This ensures the delivery of enhanced compliance and support for PCI (Payment Card Industry) customer data security regulations.
 
By using Verint's QM solution, Loop Customer Management will be able to capture both customer conversations and associated agent desktop activities. This will provide Loop with a complete record of each interaction.
 
The Yorkshire Water’s Regional Operational Control Center is also responsible for handling environment agency and police emergency calls. These calls are recorded and stored by Impact 360 for compliance purposes.
 
John Beresford, senior IT Professional on Yorkshire Water's Contact Center Technology Team, said he can see additional benefits by using Impact 360. “Prior to the implementation, it used to take at least half an hour to retrieve archived interactions. But things have improved after implementing Impact 360 and now the whole process is fully automated.”
 
The specific calls can be retrieved simply and quickly with Impact 360 and thus it frees Yorkshire Water's team leaders to spend more time on essential activities, such as quality monitoring and coaching.
 
Beresford also appreciates the Impact 360 Quality Monitoring ability that helps them listen to customer interactions and identify ways to enhance their customer service. The organization also uses it to evaluate and improve staff performance and training.

Anuradha Shukla is a contributing editor for ContactCenterSolutions. To read more of Anuradha’s article, please visit her columnist page.

Edited by Tim Gray



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