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| An interview with John Boyle, Managing Director and Mike Dodds, Head of Quality and Training |
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What are some of the challenges you face as an outsourced contact center?
A key issues is client confidence. Our clients have to trust that RHL is representing their brands in the best possible light, especially as we are dealing with the most critical part of their business, their customers. The way to achieve this is by assuring quality of service possible.
How does NICE help you in assuring quality?
NICE gives us the ability to listen to calls and handle complaints in real time. This is a powerful means for immediately addressing and correcting grievances. Furthermore, with the NICE solution being integrated into our environment we can tag each customer interaction with a unique CRM customer identity number. We then assess the quality of services provided by the agent and craft individual coaching and development, improving agent performance.
What other tools does NICE provide for improving agent performance?
NICE is a tremendous asset with agent development. Team Managers can play back specific calls to agents as part of training sessions. Often, when agents listen to their calls, they don't need to be told what's wrong with the call; they can identify it on their own. NICE also correlates quality scores to specific calls, which proves to be a very powerful means for agents to understand and improve performance. Essentially we are driving quality up.
What are your plans to further drive performance?
The next step for us is to integrate content analytics. We're excited about the possibilities of NICE Perform's functionality with word spotting and emotion detection, for example. We need to be able to hone in on critical interactions. Our client's customers know best what it takes to keep them, and keep them happy. And we are looking forward to offering our clients this kind of input.
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| Company Snapshot |
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RHL is a well-established, award winning, UK top 4 customer contact operation, delivering multi-channel inbound, outbound and fulfillment solutions to the commercial and public sectors.
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With a forecast turnover of £50m, 2000+ seats across 5 UK sites, 2500 quality agents it is Scotland's largest customer contact operation. |
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