Teachers Provident Society, the fifth largest friendly society in the UK, has recently chosen to partner with Business Systems UK Ltd. Business Systems has improved the way the society transacts business, by facilitating telephone ordering and campaign measurement with an advanced call 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 Business Systems.
The recording solution from Business Systems 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 Business Systems. 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.
For further information contact us now or call 0800 458 2988.