Contact Center Solutions Featured Article

BSH Home Appliances Makes Major Improvement in Customer Service

July 20, 2009

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

Article comments powered by Disqus

Related Contact Center Solutions Articles

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014

Survey: Deloitte Optimistic for Increased US Holiday Spending

Professional services firm Deloitte, which completes financial advisory surveys, has released the annual holiday shopping survey for nearly three decades. This year's survey, the 29th annual, shows that U.S. shoppers are optimistic entering the season for giving, which also happens to be the season for shopping. [ Read More ]
10/30/2014

Dialing for Votes

Depending on how you feel about such things, next-generation predictive dialers have become an integral, dare I say "must have" capability for political campaigns. Indeed, with the U.S. elections only days away, anyone living here not only is more than aware from watching TV that the "get out the vote" efforts are already in full swing as the airwaves are saturated with ads, but this has become that time of year when caller ID and answering systems are a godsend. [ Read More ]
10/30/2014

Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials

Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!