Source: Friends Provident
FTSE 100 life and pensions company Friends Provident has taken the first step towards making its vision of a 'virtual' contact centre a reality with the launch of a new intelligent telephony system.
Over the next five months the Genesys telephony and desktop software will replace the two operating systems that currently serve the company's contact centres based in Exeter, Salisbury, Dorking, Preston and Manchester. Using a single system across all sites will allow more efficient call routeing and handling, with calls from intermediaries and customers being answered even more quickly.
A new workforce manager tool will automatically re-route and adjust the flow of inbound calls depending on volume, providing customers with an even more efficient service during peak times. The system will also allow call handlers to work remotely rather than being office-based, offering greater flexibility in staff working patterns. The majority of staff will be multi-skilled and able to answer a range of queries from both intermediaries and customers.
Richard Crouch, director of customer services at Friends Provident, said: "This is just the start of achieving our vision for the Friends Provident contact centre. By the end of 2008 we will have introduced a multi-channel system that is driven by each individual customer or intermediary's preferred method of contact, putting them in total control of the relationship they have with us. Our excellent service is already judged to be at the industry's highest ranking of 5 stars, but we are determined to take it further and set a new standard that others will find hard to match."
Additional developments are planned through to the end of 2008, further enhancing the contact touch points that Friends Provident has with intermediaries and customers, both electronically through online self-service and over the phone.