Cutting edge telephone technology takes top customer service to new heights
19th December 2012
Leading health and wellbeing mutual organisation, Benenden Healthcare Society have rolled out a cutting edge Ayaya telephone system which will improve services for their membership of over 900,000 people across the UK.
The new system, which was launched earlier this month, includes full call recording capabilities, integrated multimedia platform, work force management elements and automated customer feedback to enable on-going service improvements.
In addition, features such as speech analytics will provide the organisation the ability to analyse call content and allow for a greater understanding of the reasons members contact the Society. Such detail will then be utilised in order to improve service provisions for members.
Benenden Healthcare, who were shortlisted earlier this year in the European Call Centre of the Year Awards for best ‘Customer Service Operation’, received over 337,608 calls last year from members and this new system has been introduced to ensure consistent high standards in customer service continue.
Paul Duffy, Voice Channel Marketing Manager said: ‘the introduction of the new Avaya telephony platform is a great step forward for us, both in terms of improving the way in which we work and improving the experience that our members receive when contacting us.
‘We pride ourselves on having our members’ needs at the core of all that we do and this new system will assist in in ensuring that we deliver high levels of service at all times.
‘The system provides us with the ability to track any contact made by our members from initial communication right through to completion. Meanwhile the larger portfolio of reporting options will greatly assist us in understanding what is happening within our customer facing departments.
‘The intelligent work scheduling and forecasting capacities of the system will similarly ensure that we have the right staffing levels to meet demand and provide the very best level of service to our members.’