Entertainment UK dramatically improves its customer service using Aspect contact centre technology
Stockley Park, London, 11 February 2002: Aspect Communications Corporation (Nasdaq: ASPT), the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue, announces today that Entertainment UK, the UK's leading distributor of music, video, books and games software, has completed the installation of the Aspect contact centre solution for its Hayes, Middlesex contact centre. Part of the Woolworths Group, Entertainment UK distributes CDs and videos to large retail stores including Woolworths, Tesco and Safeway.
It took just six weeks for Entertainment UK to meet with Aspect, select the system and implement it.
Entertainment UK's previous automatic call distributor was relatively low on functionality - unable, for instance, to hold and queue calls. This led to an unacceptable level of abandoned calls, compromising customer service. Entertainment UK therefore needed to replace this in order to better manage its Christmas trading peak as well as support long term business growth plans.
The system from Aspect went live on 3rd September 2001 and Entertainment UK quickly reaped the performance benefits. By introducing intelligent contact routing (features such as routing callers through to agents they have dealt with previously), 'new product promotional announcements to callers on hold' and management reporting features, Entertainment UK saw an increase in the number of calls they were able to successfully resolve.
The management reporting capabilities of the Aspect system provide Entertainment UK with invaluable analytical information that can then be acted upon - for instance, contact rates by customer (i.e. how frequently each customer calls), calling peaks and troughs (i.e. highlighting call traffic volumes throughout the day) and individual agent performance. This will enable the call centre to accurately forecast optimum agent staffing levels at any given time and attend to individual customer needs more effectively.
The contact centre is staffed by 20 representatives, and manages around 200,000 inbound calls a year as well as a large number of outbound calls. Around a third of inbound calls are from customers requesting additional stock and may be critical to maximizing store sales performance. Typical outbound calls will be made by agents returning customer calls, settling queries, advising of delivery dates and supporting stores to ensure, for example, that where a usual customer has left, the new contact is brought up to speed quickly with the ordering, delivery and in-store merchandising process.
Fionnuala French, Entertainment UK customer service manager, comments, "Already, we have exceeded our expectations with the Aspect technology. The primary contact with stores is now much more accessible and appropriate for a progressive company like Entertainment UK.
"Moreover, although we are a relatively small contact centre, smaller than the larger corporations that Aspect usually works with, we have been extremely impressed with the project management and service that we have had and continue to receive from Aspect."
"Time and again we find that our solutions solve complex problems for our customers and they quickly reap the benefits," said Paul Tollan, Aspect UK managing director. "It is especially rewarding to us when a customer like Entertainment UK quickly sees the benefits and works closely with us to get the most out of the solution. We look forward to serving Entertainment UK as their business continues to grow."
About Aspect Communications
Aspect Communications Corporation is the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue. Aspect is the trusted mission-critical partner of 76 percent of the Fortune 50, daily managing more than 3 million customer sales and service professionals worldwide. Aspect is the only company that provides the mission-critical software platform, development environment and applications that seamlessly integrate voice-over-IP, traditional telephony, email, voicemail, Web, fax and wireless business communications, while guaranteeing investment protection in a company's front office, back office, Internet and telephony infrastructures. Aspect's leadership in business communications solutions is based on more than 16 years of experience and over 7,600 implementations deployed worldwide. The company is headquartered in San Jose, California, with offices around the world as well as an extensive global network of systems integrators, independent software vendors and distribution partners. Aspect's UK offices are in Stockley Park, Uxbridge, Middlesex and be reached on 0800 ASPECT (i.e. 0800 277328).
For further information, please contact:
Michael Gray/Adrienne Routledge
Tel: 020 8744 9168
Aspect Communications UK Ltd
Tel: 020 8589 1127
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