Contact Center Solutions Featured Article

July 20, 2009

BSH Home Appliances Makes Major Improvement in Customer Service

By Calvin Azuri

TMCnet Contributor

Soon after ASC (News - Alert), provider of innovative solutions to record, analyze and evaluate multimedia-based communications, installed its quality monitoring solution INSPIRATIONpro with its VoIP recording software, EVOip, at two locations of BSH Home Appliances in the U.K. and Ireland, BSH reportedly has made major improvements in customer service.

BSH Home Appliances, Ltd. is a subsidiary of BSH Bosch and Siemens Group, manufacturers of home appliances. BSH is responsible for all sales and marketing activities in the U.K. and Ireland. After a few weeks of installing INSPIRATIONpro, BSH has had several opportunities to enhance its customer service levels.

According to Colin Embling, call center operations manager for BSH, team leaders have been positive about the user-friendliness of INSPIRATIONpro software and the quality of training delivered by ASC. BSH was able to identify specific areas for improvement through one-on-one coaching with their customer service advisors.

BSH needed a call recording and quality monitoring solution for training its agents and also for complaint investigation. A centralized system that could be integrated with the company’s Avaya (News - Alert) contact center was sought initially for 88 agents at the Kettering call center. Later on, the system was also required for recording additional agents at the company headquarters in Milton Keynes. The solution from ASC was an integrated one comprised of EVOip recording software with INSPIRATIONpro quality monitoring and CTI (News - Alert) to capture call data. An ADI application was also included to capture the agent’s Windows login ID.

INSPIRATIONpro helps BSH quickly build its own templates for evaluating different call types handled by its agents. Agents are ranked top in their sector for helpfulness and politeness in an independent assessment, and company executives praised the new system for its effectiveness and ease of use. There is a module for agent feedback in the quality monitoring solution which helped to encourage their engagement in the process.

EVOip records all of the agent calls and the screen recording module of INSPIRATIONpro will capture all screen activity. The voice, screen data and CTI data are stored on Network Attached Storage. INSPIRATIONpro installed for quality monitoring contains a special training module that encourages agents to review supervisor evaluations and provide their own feedback. Licenses were ordered to allow nine simultaneous evaluations of voice and screen recordings. The aim of BSH is to now use the system to reduce call times and improve “call to book” ratio, and at the same time maintain high levels of customer service, the company said.

Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.

Edited by Amy Tierney

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