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Marks & Spencer Financial Services Selects Eyretel To Deliver Improved Insurance ServicesNew technology provides a fast and accurate customer-centric futureLondon, 11th December 2000 – Marks & Spencer Financial Services has chosen customer experience management (CEM) specialist Eyretel to provide a complete customer interaction management solution to ensure speed, accuracy and minimise administration for its buildings and contents insurance services. Marks & Spencer Financial Services has purchased three components from Eyretel’s CEM portfolio: MediaStore, Replay Studio and Quality Call.Using Eyretel’s technology, Marks & Spencer Financial Services can now grant customers instant coverage on buildings and contents over the telephone. By being able to record the telephone call, all legal conditions are met and the need for paper-based contracts removed. Eyretel technology can be used to search and review calls, enabling contact centre agents to service customers accurately and quickly. Eyretel has the technology to capture 100 per cent of telephone calls for all received calls at contact centres. "We wanted to introduce a process that makes things easier for both customers and staff," said Peter Longstaff, Head of Personal Lines Insurance at Marks & Spencer Financial Services. "We wanted a system that could issue policies over the telephone immediately, without the need for customers to wait for a paper confirmation first." To deliver this fast and effective service, Marks & Spencer Financial Services began to look for a sophisticated customer-contact recording solution that would enable staff to work smarter and give customers a quality-driven service. "We searched for a reliable system that would meet legal requirements and at the same time provide an architecture that could support future development for system and staff. Eyretel stood out as the most innovative and experienced company," said Peter Longstaff. Julian Turner, account manager at Eyretel said: "Quality Call and Replay Studio will allow Marks & Spencer Financial Services to issue buildings and contents policies instantly, but will also bring major business benefits. Using the analysis tools embedded in both products, Marks & Spencer Financial Services can continuously improve the skills and knowledge of agents and therefore provide an excellent service to their customers." With the ability to record and capture all communication, Eyretel technology can be used to identify areas of agent strength and weakness and thus provide training tailored to every agent’s need. About Marks & Spencer Financial Services: Marks & Spencer Financial Services has quickly established seen as a significant player in the financial services market place. Established in 1985 as a stand alone business to administer the Marks & Spencer Account Card, it now offers personal loans, units trusts (and ISAs) life assurance and personal pensions. In the last twelve months Marks & Spencer Financial Services have launched a range of new and innovative products including mortgage payment protection insurance, a car-buying plan and buildings and contents insurance products. The company now employs over 1400 staff at its purpose built headquarters in Chester and is one of the fastest growing parts of Marks & Spencer. About Eyretel: Eyretel plc (EYR.L) is a customer experience management specialist. Its products and services are targeted particularly at supporting the customer relationship management (CRM) activities of contact centres. Eyretel develops, supplies and implements software and hardware that will allow the complete recording and analysis of all electronic customer communication and interaction, such as telephone calls, email, web chat, agent assisted web browsing and desktop computer activity. Headquartered in Leatherhead, Surrey in the UK, Eyretel also has offices in London, mainland Europe, Canada, Hong Kong, Australia, and the United States. Eyretel’s clients include ANZ Investment Bank, CGU, Flightbookers, Global Crossing, Royal & Sun Alliance and Seeboard. The Products referenced: MediaStore: The first digital multimedia contact storage system to capture voice and data. This is the core of the Eyretel system, and has been installed in hundreds of sites across the world providing robust and powerful recording capabilities. QualityCall: This product is a business solution designed to monitor and manage contact centre communications. QualityCall monitors individual, team and contact centre performance and supports the rapid identification of call quality anomalies. By focusing on specific call types QualityCall quickly and easily identifies strengths and weaknesses within call centre representatives, allowing them to focus their efforts on continually improving quality. Replay Studio: Replay Studio is a unique and powerful tool that gives customers the ability to find value in the recordings they already have. It will revolutionise the way customers access and analyse their customer contact recordings. Replay Studio introduces the concept of visualising the calls and their details as opposed to the more traditional ‘list and play’ that most of the current software based search and replay interfaces provide. Editorial Contact: Judith Schunke Banner PR ++44 (0)20 7349 2301 eyretel@b1.com top of page |
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