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Teachers Provident Society, the fifth largest friendly society
in the UK, has recently chosen to partner with Business Systems
UK Ltd (BSL). BSL has improved the way the society transacts business,
by facilitating telephone ordering and campaign measurement with
an advanced recording and quality management solution.
Teachers Provident Society, based in Bournemouth has provided
financial services to the teaching profession since 1877. Today
the organisation offers a wide variety of savings, investments,
retirement benefits and life assurance as well as travel and home
insurance . Their products and services are no longer restricted
to teachers but are now available to the general public.
Previously team leaders could only listen to live calls and detail
their findings manually. With only enough time to review a few
calls, the accurate measurement of KPI's was extremely difficult
and telephone transactions impossible.
To effectively manage their flexible call centre environment,
the Society searched for a partner to provide smooth integration
to their Avaya free seating system and Definity switch. After evaluating
four suppliers, the society identified that these requirements
could only be met by the NiceLog and NiceUniverse solutions, provided
by BSL.
The recording solution from BSL has raised sales revenue, by providing
continual quality evaluation and campaign measurement. It has also
allowed the Society to accept applications over the telephone,
eradicating the legal need for applications to be sent in the post
and moving to instant transaction verification.
"We have been extremely pleased with the system and support
received from BSL. The system has enabled us to capture more quality
calls to identify training needs, resulting in a positive impact
on conversion rates and a consistent approach to call centre service." Concludes
Mike Carter.
To hear more from Teachers Provident Society, CLICK
HERE to apply for our FREE customer testimonial video!
For further information contact:
Tina Southgate, Marketing Manager
0800 458 2988
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