New call system means a better customer experience
Sure is changing the way it handles calls at its contact centre to
improve the service it provides to customers.
The company has introduced a new call
management system that will enable enquiries to be directed to the
most appropriate department or operators more quickly.
The contact centre provides 24 hour support to
Sure customers in Guernsey, Jersey and the Isle of Man, and
receives more than 30,000 calls per month. It handles all enquiries
across the company’s full range of services, including domestic
fixed line and broadband to mobile and business services.
It also provides lifeline services such as
emergency calls and operator services.
With the new interactive voice response (IVR)
system, customers will be able to choose from a range of options
depending on the nature of their call. This will help to reduce the
time taken to resolve the majority of enquiries.
In addition, around 10% of calls received at
the contact centre are for named individuals at Sure, which in
future will be routed to a new automated system. This will ensure
operators are available to deal with other customer requests.
Sure’s Director of Customer Operations, Mark
McConnell said the company had invested more than £90,000 in
introducing the new system, which would benefit customers.
“Our goal is to improve the service experience
for all customers. By directing calls better callers will be able
to talk to the most appropriately skilled operator, and that way
the majority of enquiries will be resolved more effectively,” he
said.
“Earlier this year we introduced an IVR system
for top-ups, which has provided greater choice for Sure pay as you
go customers. They can now top up for themselves using a credit
card simply by dialling 177 from their mobile, whenever they need
to, without having to wait to speak to an operator. That has proved
extremely popular, and now more than 60% of those calls are being
handled using the IVR system.”
To develop and implement the new system, Sure
worked with Volt Delta International, one of the world’s leading
suppliers of contact centre systems. Mr McConnell said that for
most services, callers will not have to go through more than two or
three steps before being directed to the person they need to speak
to.
“The brief to Volt Delta was to design a system
that is simple for customers to use with the minimum number of
steps before speaking to an operator that can help,” he said.
Emergency services, which use the 999 number,
will continue to be given priority and answered by call centre
staff separately.