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Eyretel Provides Additional Contact Centre Solutions To UK Inland Revenue In Customer Service DriveEyretel plc, a global provider of voice and data recording, quality monitoring and analysis systems for both traditional and IP telephony customer contact environments, announces today that it is installing call recording solutions in five additional UK Inland Revenue contact centres, building steadily on the success of prior installations in seven of the Inland Revenue’s PAYE contact centres last year.The new installations will be in contact centres responsible for handling the UK Government’s two new tax credits, Child Tax Credit and Working Tax Credit. The Child Tax Credit is a payment designed to provide support to families with children and the Working Tax Credit is intended to ‘top up’ earnings of working people on lower incomes. Up to 6 million families are expected to be eligible for the new tax credits. The contact centres will be based in Peterlee near Sunderland, Livingston and Dundee in Scotland, Merry Hill in the West Midlands and Liverpool in the NorthWest. These will operate as a single virtual contact centre with all calls going to a single number. Each centre has over 300 agents on site. By the end of 2002, more than 4,000 call centre staff will use call recording. The new tax credits contact centres deal with inbound telephone contact with customers looking for advice and guidance on whether they are eligible for the new tax credits and will guide them on all aspects of their claim. The Eyretel call recording solution includes a call tagging system that automatically tags certain elements of a call to enable the call to be more easily identified at a later date. This is an additional benefit for agents and managers looking to maximise opportunities to improve customer service. Meeting customer service targets is a key objective of the team responsible for the new tax credits programme, as initially they anticipate a high number of contacts from customers moving to the new system. Claire Fell, IR Project Manager for NTC Contact Centres, is excited at the prospect of the centres’ new call recording and monitoring capabilities. She comments, “Call recording in our PAYE Contact Centres has shown us just how much we can improve service to customers by using recorded calls to coach and develop skills and knowledge of our advisers”. She continues, “I’m very encouraged by the results we’ve had so far and am looking forward to building on use of call recording to provide even better customer service in the future, through more consistent measurement of agent performance.” EDS, the Inland Revenue’s IT strategic partner and Eyretel implementation partner, has been instrumental in putting this project together. Kevin Piggott, IT Project Manager for EDS, says, “Eyretel’s solutions have already proved their worth. They are robust as well as flexible, providing the best possible support to the call recording requirements of the Inland Revenue. Using these solutions in the new tax credits contact centres is a very positive step. One of the most compelling reasons for using Eyretel’s solutions is that, because they’re a UK company they can provide local support and local development. This means that they can react quickly to the changes of specification that are part and parcel of any major new implementation. This is crucial for a project of this size and complexity if it is to be delivered on time.” Tina Goodwin, EMEA Marketing Director for Eyretel says, “To secure a second major order from the Inland Revenue is the clearest indication possible that our solutions can meet the needs of even the most demanding contact centre environments. We are now working closely with the Inland Revenue and EDS to consider ways in which they might extend their investment in Eyretel solutions to include complementary ‘data mining’ technologies – solutions that will give the Inland Revenue important insights into what customers are saying and thinking, so enabling them to improve future customer contact handling and to reduce ongoing operational costs.” Eyretel’s solutions are gradually being phased into the Inland Revenue call centres through to Autumn (Fall) 2002. About Eyretel Eyretel (London: EYR) is a global provider of voice and data recording, quality monitoring and analysis systems that enhance customer experience management (CEM) activities in contact centres. Eyretel systems provide for up to 100% recording and analysis of all customer electronic communication and interaction, including telephone calls, e-mail, 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 centre 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. Eyretel, MediaStore, eWare, QualityCall, Contact, Contact 7000, Contact Store, Contact Store Exec, Contact Atlas, Contact Unify, Contact ScreenPlay, Contact Viewer, Contact Archive, Contact ReplayStation, Contact Intelligence, Contact Quality, Contact Vision and Trader 7000 are trademarks or registered trademarks of Eyretel plc in the United Kingdom, the United States and other countries. Editorial Contact: Tina Goodwin Eyretel plc +44 (0) 870.6000.626 tina.goodwin@eyretel.com top of page |
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