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Telewest Communications Wins Contact Centre Association Excellence Award for Service Based on Genesys Solution
- Customer satisfaction improves by 50 per cent across new 12-site virtual contact centre network
The implementation of the Genesys routing and reporting solutions has enabled the Telewest Broadband service to run across 12 UK contact centres using 2,300 agents, while increasing the number of calls answered within 30 seconds by 90 per cent and reducing call abandonment by 75 per cent. It is the combination of people, process and technology that has helped Telewest achieve this award victory, with well trained agents operating in a system that has them in the right place at the right time, backed up by the technology to ensure that the customer calls reach agents quickly and easily. As a result, Telewest Broadband increased its overall customer satisfaction levels by more than 50 per cent.
“We needed to increase customer satisfaction levels, and by giving our agents training, putting in place more strategic call handling procedures and implementing efficient routing technology, we have enhanced the performance of our contact centres, and subsequently driven customer service standards above what we were initially targeting,” commented Steve Stewart, Customer Service Director, Telewest. “The virtualisation project was a major investment by Telewest in its contact centre operations, and we are very proud that these achievements have been recognised by the CCA.”
“The installation of the Genesys Enterprise Routing Solution across the Telewest contact centre network has been very a successful one,” added Mark Turner, Vice President for UK and Ireland, Genesys. “The virtualisation of its 12 contact centres was a large scale operation and the added emphasis on improving customer service levels made it even more in-depth. However, we were able to integrate its solutions and processes, which allowed Telewest to implement a systematic customer service approach that has now been recognised for its success.”
About Genesys
Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com.
About Alcatel
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or to their employees. Alcatel leverages its leading position in fixed and mobile broadband networks, applications and services to bring value to its customers in the framework of a broadband world. With sales of EURO 12.3 billion in 2004, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com.
Media Contact:
Paul Roberts, Genesys, 0118 9747144, proberts@genesyslab.co.uk