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Yorkshire Building Society, one of the largest
mutual organisations in the UK has entered into a new partnership
with Business Systems to expand its call recording capacity at
its Member (Customer) Contact Centres in Bradford. The contact
centre supports 120 agents across two sites.
The member contact centre handles incoming calls, and has been
growing rapidly over the last two years, which has subsequently
led to Yorkshire Building Society outgrowing their existing, non-scaleable
call recording platform.
After researching four suppliers, Yorkshire Building Society chose
the NiceLog recording platform from Business Systems as well as
the NiceCLS, enabling connection to the company’s database
for fast call retrieval.
Yorkshire Building Society needed to upgrade to capture all the
calls and with the old system it was difficult to retrieve calls.
Each time team leaders attempted to find a call, it could take
up to 15 minutes, that is if they managed to locate it at all.
Within weeks of the original installation by Business Systems the
recording system was rolled out to other independent help lines
within the organisation, once these separate departments saw how
successful the Member Contact Centre implementation was. Yorkshire
Building Society is now recording approximately 200 people.
"The team leaders find the new system from Business Systems
much easier to use, to handle disputes and manage their day-to-day
monitoring. By filtering searches they are able to find the call
more or less straight away." Comments, Chris Mason, Resource & Support
Manager at Yorkshire Building Society.
Yorkshire Building Society, since selecting the NiceLog has expanded
the call recording solution by implementing NiceUniverse. NiceUniverse
from Business Systems offers a suite of applications to enhance
their existing quality assurance programme through automating scheduling
of calls, online evaluations and integrated reporting.
Chris states: "The call recording system has become a key
tool for the team leaders, enabling them to easily pick up on training
or coaching issues any agent may have. Agents have had no issues
with being recorded, as they know it is to protect their interests,
it is now second nature to them."
The NiceUniverse application enables Yorkshire Building Society
to evaluate and report on different aspects of calls. It is a powerful
tool which aids the quality and coaching of the staff, enabling
supervisors and managers to drill down and focus on skill gaps
in individuals, or the contact centre as a whole. It also helps
Yorkshire Building Society to measure and report on how effective
their training is.
Stephen Thurston, Director and Co-Founder of Business Systems
comments: "We expect the partnership between Business Systems
and Yorkshire Building Society to be long-standing, working with
them to further develop their return-on-investment. The implementation
at Yorkshire Building Society adds to the ever-increasing portfolio
of large financial institutions that have chosen Business Systems
over the last fifteen years to meet their call recording requirements."
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