Leatherhead, UK – 12th June 2002 – Eyretel plc, a global provider of voice and data recording, quality monitoring and analysis systems for customer contact centres, today announced that Banking 365 has selected a range of Eyretel call analysis and quality monitoring solutions for its two Irish call centres.
The centres, based in Dublin and Kilkenny, handle calls from Banking 365 customers in Ireland and the UK and employ around 175 agents. They currently handle around one million calls a month, mainly of a routine customer service nature, such as bill payments, account balance enquiries and transfer of funds.
Launched in May 1996, Banking 365 is Bank of Ireland's direct channel for personal banking customers, providing access to personal accounts on-line at http://www.365online.com .
According to Joe Sheehan, Banking 365’s Telecoms Manager “Eyretel’s call recording and quality monitoring solutions have proven their worth by improving the productivity of Team Leaders at our Dublin call centre, providing better monitoring of customer care levels and cutting costs. In terms of cost savings, annual cost benefits are significant and are in excess of Euros 200 000. For example, QualityCall has saved each Team Leader around 2 days per month which is a saving of one whole working year when you multiply this across each Team Leader. That’s a saving of more than Euros 38,000 alone.”
“This is because prior to their installation, Team Leaders spent a lot of time away from the floor retrieving calls from the floor and manually scoring them in order to assess agent performance” claims Sheehan. “Now, they can look at calls on-screen and instantly drill down to answer questions such as ‘why is one team performing better than another? This will enable us to share best practices amongst our customer service agents.”
The Eyretel products were purchased as part of Banking 365's continued drive to improve customer service levels. The investment includes Eyretel’s Replay Studio, ScreenCapture and QualityCall – all of which Banking 365 believes can make more efficient and cost-effective use of managers and supervisors’ time and provide agents with tailored training to improve performance. These benefits will come from the reduction in management time spent reviewing recorded calls to identify those that are suitable for training purposes and those that contain ‘significant’ business insights that require further investigation.
Replay Studio offers fast, accurate, graphical summaries of all recorded calls so that ‘significant’ calls can be further investigated or used to train agents and to keep marketing abreast of customer service issues and preferences. Banking 365 has upgraded to the latest version of Eyretel’s QualityCall – a quality-monitoring tool – to further improve the agent evaluation process through its unbiased scoring methodology. ScreenCapture – one of the latest software solutions from Eyretel which captures email and web contacts on the agent’s desktop – will enable the ‘contact’ to be reconstructed so managers can use real ‘live’ scenarios for training.
The Eyretel products were purchased from Eyretel’s Irish partner, Calyx, who are currently installing the solution. Banking 365 is an existing user of Eyretel’s MediaStore digital recording system.
“We are delighted that Banking 365 has extended its investment in Eyretel solutions; appreciating as it does the positive effect that voice recording, quality monitoring and analysis systems can have on customer service, productivity and cost as well as increased market competitiveness,” said Roger Andrews, Eyretel’s EVP for the EMEA region.
The quality of Banking 365’s call centre operation was recognised at the recent 2001 Irish Call Centre Awards, where it won the ‘Best Customer Service Delivery' category and was Highly Commended in the categories of ‘Best Training Programme’ and overall ‘Call Centre of the Year’.
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 at http://www.eyretel.com
Eyretel is a trademark and MediaStore is a registered trademark of Eyretel plc in the United Kingdom, the United States and other countries.
For further enquiries please contact: (select appropriate contacts)
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