 National Express is the largest scheduled coach service provider in Europe, carrying over 16 million customers per year to 1,000 destinations in the UK alone. National Express operates a 300 agent call centre, to assist customers with travel arrangements and bookings, to and from major UK towns, cities and airports.
The call centre, handling enquiries and bookings, from all over the UK were very focussed on sales. Whilst sales were, of course, a vital function of the team the objective was to improve the quality of call handling and the level of customer service experienced, by customers, during these calls. Voice recording and Agent assessment were identified as key tools for achieving this.
After a lengthy evaluation period of suppliers of digital call recording equipment, ComputerTel were selected as the company to implement the new system. The system consisted of:-
Orion Professional digital recording system, with QE2 Agent Assessment software, backed up on a Raid 5 system for maximum system resilience.
Orion Professional digital recorder, combined with QE2 Agent Assessment software allowed the recording, playback and analysis of calls required by the busy 300 agent call centre, giving staff, supervisors and managers the tools required to meet their coaching, training and quality improvement objectives.
National Express had stated from the outset that their objective was to use technology in their call centre to improve the quality of service and call handling. Karen Boyce, a key member of the project team at National Express, reported that; "we found that, following the system implementation, there was a positive impact on the quality of call handling and the level of service offered to customers. Staff quickly got to grips with the system and any early problems were swiftly ironed out by ComputerTel."
ComputerTel look forward to working with National Express in the future to build on the initial success demonstrated by using the new system.
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