Interstate Batteries, a company that delivers portable power solutions, has selected Voice Print International (VPI), for its VPI EMPOWER performance optimization suite to maximize the quality and performance of its customer service center.
After a thorough evaluation, Interstate Batteries chose to implement VPI's call recording, quality evaluation, E-learning and analytics to ensure their PCI DSS compliance and to enable in-depth tracking and improvement of their sales and ordering processes and outcomes.
According to Patsy Reid, Interstate Batteries' project manager, their partnership with VPI opens the doors to new levels of customer care and competitive differentiation for Interstate Batteries.
The VPI EMPOWER suite will automate the classification of all calls handled by the company's contact center according to type and outcome, mute and mask out sensitive portions of customer interactions according to PCI DSS standards, and will then prioritize high-value interactions related to sales for quality evaluation and targeted, personalized E-learning to rapidly close skill and knowledge gaps where needed.
According to VPI, their EMPOWER solution helps business organizations to proactively cultivate exceptional customer experience and improve agent attitudes and behaviors. It’s proven system design approach, based on lean six sigma continuous improvement principles, provides powerful workforce optimization solutions that deliver value quickly and cost-effectively -- designed for fast deployment, customization and training.
“Interstate Batteries is well known for its commitment to providing exceptional customer service at every level,” said Chris Morrissey, executive vice president at VPI. “We are delighted that VPI EMPOWER has been selected to help optimize contact center performance and drive continuous, proactive improvements.”
In other news, VPI recently announced the availability of VPI EMPOWER Suite 5.3. VPI EMPOWER 5.3 is the solution for multi-channel interaction recording, intelligent quality monitoring, performance management, and automated E-learning. VPI EMPOWER consolidates key performance, process and workload metrics from all contact center management systems across single or multiple sites and triggers automated performance improvement processes and management alerts.
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