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Overview
Streamlined contact centre effectiveness helps meet a customer service commitment
We’ve all been there. Holding on in a contact centre queue not knowing how long it’ll be before an agent answers. Frustrating at the best of times, it’s especially so when yours is a simple transaction.
Judith Lillie shares her company’s commitment to the highest levels of customer service, and a self-service option for straightforward enquiries looked the way to go.
An automated payment and interactive voice response solution from BT and Eckoh made an immediate impact. Call volumes to live agents plummeted, meaning more time to deal with complex issues. For Judith it’s less hassle. For the company it’s lower costs. And for customers it’s a better experience all round.
“We chose the BT Eckoh partnership for its demonstrable experience in delivering contact centre solutions across a wide variety of industries and, in particular, the UK utility sector.”
Judith Lillie, Customer Accounts Manager, Northumbrian Water
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Utilities
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