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Eyretel Recording, Quality Monitoring and Analysis Suite Selected by Blue Cross and Blue Shield of MinnesotaNetworked recording systems to provide unified analytics and quality scoring to improve service and efficiency across multi-site call centerCalverton, MD, September 24, 2002 – Eyretel Inc., a global provider of voice and data recording, quality monitoring and analysis systems for the optimization of contact centers and other customer contact environments, today announced that Blue Cross and Blue Shield of Minnesota has selected their full suite of products for implementation in their contact center consisting of ten separate locations. This brings the number of Blue Cross Blue Shield centers using the Eyretel system to more than 30 nationwide.Chartered in 1933, Blue Cross and Blue Shield of Minnesota was one of Minnesota’s first health plans and today serves more than 2 million members across Minnesota and nationally, promoting wider, more economical and timely availability of health services for the people of the state. The Blue Cross Blue Shield of Minnesota contact center has 500 service representatives serving members, providers, and sales agents with future capacity planned for 700 service representatives statewide. The Eyretel systems will be used by Blue Cross Blue Shield of Minnesota’s Performance Measurement and Reporting Team, which measures the performance and efficiency of service representatives, and their Service Improvement Team, which works with service representatives to improve quality and effectiveness. Blue Cross and Blue Shield of Minnesota will also take advantage of Eyretel’s ability to extract various call and account information from their telephone switches to analyze call patterns and service representative performance to find trends and target specific topics for training. “We chose the Eyretel system because of its unique ability to augment call recordings with other call data,” explained Fred Dickson, vice president of information systems for Blue Cross and Blue Shield of Minnesota. “We intend to use this information to gain an enhanced understanding of how we can better serve our customers while improving our operational efficiencies.” Eyretel’s system will integrate with Blue Cross and Blue Shield of Minnesota’s Avaya call center switches and will enable managers and team leaders to assess the quality of service representatives’ performance, based on selected criteria. The Eyretel recording systems in the ten locations will be networked together to provide a single unified view of the call activity across all locations. Blue Cross and Blue Shield of Minnesota will use the Eyretel system to record 100% of the telephone calls made into their center and will store the recorded calls for quality monitoring purposes, as well as for audit compliance. 100% recording eliminates the ‘hit and miss’ of random call recording approach promoted by other recording and quality suppliers, providing assurance that Blue Cross and Blue Shield of Minnesota will be able to access, replay and analyze any recorded call in a matter of seconds. About Blue Cross Blue Shield of Minnesota Blue Cross and Blue Shield of Minnesota, with headquarters in the St. Paul suburb of Eagan, was chartered in 1933 as Minnesota's first health plan and continues to carry out its charter mission today: to promote a wider, more economical and timely availability of health services for the people of Minnesota. A not-for-profit, taxable organization, Blue Cross is the largest health plan based in Minnesota, covering 2 million members in Minnesota and nationally through its health plans or plans administered by its affiliated companies. Blue Cross and Blue Shield of Minnesota is an independent licensee of the Blue Cross and Blue Shield Association, headquartered in Chicago. About Eyretel Eyretel (London: EYR) is a global provider of voice and data recording, quality monitoring and analysis systems for the optimization of contact centers and other customer contact environments. Eyretel systems provide for up to 100% recording and analysis of all customer electronic communication and interaction, including telephone calls, web chat, agent-assisted web browsing and desktop computer activity in both traditional and IP telephony environments. Eyretel’s end-to-end suite of products and services allow enterprises to manage risk involved with regulatory compliance or the protection of public safety, through reliable recording of caller contacts; to achieve greater customer intimacy, while generating additional revenue opportunities and increasing customer retention; and to improve contact center efficiency, with increased profitability, higher agent performance and reduced staff turnover. With operations in Europe; the Americas; Asia Pacific and Africa, Eyretel serves a worldwide set of blue chip clients. Visit Eyretel on the World Wide Web at www.eyretel.com. Editorial Contact: Marlene Rosati Eyretel Inc. + 1.301.586.1929 marlene.rosati@eyretel-usa.com top of page |
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