 The household name of M.F.I. is synonymous with DIY and home improvements, and when they wanted to improve their Call Centre management facilities, ComputerTel came to the rescue.
All stores are supported by M.F.I. Homeworks Customer Service and Service Delivery Centres, situated within three Call Centres, strategically placed throughout Britain. As part of a total redevelopment and enhancement campaign, MFI Homeworks decided to investigate the possibility of Telephone Call Recording and Agent Assessment technology to help improve customer service levels at their Call Centres. They wanted to ensure that their ordering processing, co-ordination of logistics and delivery scheduling aspects were being carried out smoothly and efficiently, and the agents were offering the highest level of customer service at the same time.
ComputerTel provided MFI with a system that fulfilled their requirements yet was scaleable for future redevelopments. This comprised of a tailor-made VET Agent Evaluation system, to provide a quick and efficient means of identifying how an agent has performed over a set period of time, along with digital voice recording units to help them capture telephone call recordings for verification, and assessment purposes. The recorders were also fitted with digital matrix systems to allow teams of agents to be recorded selectively, without the need to blanket record.
Adapting The Solution, to Meet Your Needs
After utilising the ComputerTel system for a year, M.F.I Homeworks Training & Development Manager, had futher requests for the system.
They wanted to be able to access any telephone call from any of the three MFI Call Centres. This allowed them to cut down on the need to travel to each site to carry out work.
ComputerTel upgraded the system to provide M.F.I. with the Orion Digital Voice Recording System. This recorder was capable of playing back calls via the WAN, allowing playback of calls from any desk, at any of the Call Centres.
Other facilities available with Orion were Call Tagging, to help provide an effective archive system for training and appraisal purposes and an increased capacity hard drive to store larger amounts of calls. The new Orion recorder was also capable of being easily upgraded to meet any future expansion projects MFI may have.
After installation and implementation of the new Orion recorders, spokesperson Marie White commented.
"I'm delighted with the new recorders and it's allowed me to cut down on the need to visit every site so often. I can now set up groups of agents to be recorded one day, for me to appraise the next, and then by using the VET system, I can obtain reports on performance and training requirements across all three call centres ".
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