Q is for Quality, not Queues
In today’s tough marketplace how can contact centres
implement a quality system that copes with the evolving needs of the
business?
Fidessa group plc, a leading global supplier of trading systems,
market data and connectivity solutions to firms involved in trading
the world’s financial markets, needed a quality system for its Financial Trading Service desk. This
delivers technical support and guidance to Fidessa’s global customer
base and operates from multiple locations.
The challenge was to create a more efficient contact management
environment for a service desk that has grown substantially over the
past five years.
As a specialist service provider operating in the financial sector,
Fidessa was naturally apprehensive about making changes to its
systems.
David Bridge, Head of European Support at Fidessa, says: “We called
on a number of technology suppliers to see what they could offer and
chose Rostrvm because they could provide everything we needed at a
very competitive and cost-effective price.”
Fidessa went for simplicity by choosing
rostrvm
CallDirectorACD in combination with
rostrvm CallGuide.
The result has been that the service desk is able to maintain a high
standard of professional communication with customers and the
operation is much more efficient and streamlined. Contact volumes
have risen as the business grows (the team received around 65,000
new calls over the last year) yet, because rostrvm provides
skill-based routing, the service desk is solving more calls over the
phone first time, saving costs on the number of call backs required
and on the resources needed. Fidessa also gets fewer abandoned
calls.
Business Support Manager, Liz Norcaro and her colleagues use
rostrvm SuperVisor
to monitor and manage activity. She says, “The browser-based
facility supports real-time and real-time/historical reporting of
call activity and business outcomes. I can use it wherever I am and
it allows us to put reasonable guidelines in place. We can provide
the team with the information and freedom needed to empower them to
carry out their jobs efficiently and confidently.”
The department is using rostrvm in conjunction with a Numara
FootPrints helpdesk system and is able to produce statistics to
monitor the time taken to respond to customer calls and also to
record any calls that should not have come into the technical
support department. This is enabling Fidessa to see exactly where
any changes need to be made to the operation as circumstances
change.
Liz Norcaro adds, “At the risk of sounding clichéd, rostrvm really
does do exactly what it says on the box and we are very excited
about being able to use more and more of its functions over the
coming months – its capabilities are there when we are ready to use
them.”
For further ideas or advice on implementing a quality system that
suits the needs of your business, please call Rostrvm Solutions on
0800 6122 192 or visit
www.rostrvm.com
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