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Case Studies : Kwik Fit
With contact centres in Uddingston in Lanarkshire and Birmingham in the West Midlands, Kwik Fit Financial Services has more than 1000 employees and handles millions of customer interactions each year.
Kwik Fit Insurance has differentiated itself in the highly competitive insurance market by consistently delivering the highest standard of customer service. This approach has resulted in numerous awards including the Insurance Times Awards, National Business Awards and the National Training Awards.
However, as the business has continued to grow, along with the number of interactions handled by the contact centre, it has been an increasing challenge to maintain the rigorous quality standards across the operation.
Kwik Fit Insurance wanted to implement an effective interaction recording solution that would capture all calls into the contact centre to achieve compliance with regulatory requirements. The company also wanted to enhance existing quality management processes by automating time consuming manual tasks and facilitate the production of meaningful reports that would provide valuable insights to help improve the level of customer service.Another important requirement was the ability to rapidly locate and access stored recordings to streamline the complaints handling process.
Kwik Fit undertook a review of the market and carried out thorough evaluations to determine the most appropriate solution. With 12 years experience of working with the Kwik Fit organisation, Sinclair Voicenet recommended the installation of NICE Perform, an interaction recording solution and a powerful quality management application that would easily integrate with the existing Avaya telecoms infrastructure.The installation was a straightforward process and Sinclair Voicenet helped to optimise the configuration to meet Kwik Fit Insurance’s specific requirements.
According to Audrey McDade, Head of Quality for Kwik Fit Insurance Services: "It was clear that NICE Perform would help us to achieve an overall view of how we treat our customers and the type of customer experience we were providing.Combined with the fact that Sinclair Voicenet has unrivalled experience of deploying and supporting call recording in contact centres, it made a compelling proposition."
All calls to the contact centre are recorded by NICE Perform and stored locally as well as being archived to a central NAS facility to meet all regulatory requirements. A browser-based application enables recordings of interactions to be quickly located for instant replay using a flexible range of criteria including time, date, agent, CLI, product area, etc.Instant access to recordings has significantly enhanced the resolution of customer complaints by eliminating the need for a full time employee to manually search through recorded tapes to locate specific interactions.
Recordings can also be accessed by agents, to evaluate and measure their own performance, as well as senior staff who can provide additional feedback and insights to improve performance.
Automating the quality management process has enabled Kwik Fit Insurance to monitor more calls giving more time to focus on improving team performance. It allows the creation of rules-based schedules to present supervisors with a focused selection of interactions to be reviewed and eliminates the time consuming random selection of calls that previously took place. This enables the rapid identification of trends and quality issues such as agent knowledge gaps and missed cross- and up-sell opportunities as well as proactively flagging potential service issues, enabling immediate action to be taken.
"The insights provided by the system have had a significant impact on improving the quality of service provided to all our customers," continued Audrey McDade. "It has enabled us to achieve an 80% reduction in the number of complaints from customers.We have also dramatically improved the complaint handling process up to 98% of all issues now resolved within five days."
NICE Systems technology is now widely used across Kwik Fit Insurance’s customer service operations. It is also being used to track the progression of email and hand-written customer correspondence through to successful resolution.
"Quality management is now embedded across the business and is enabling us to proactively drive up the level of customer service. Sinclair Voicenet has enabled us to significantly enhance our business processes, the performance of our service operations and the value we deliver to the customer," concluded Audrey McDade.
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About Kwik-Fit Insurance Services:
Kwik Fit, the British car servicing and repair company, opened in 1971. In response to customer demand, Kwik Fit Insurance, part of Kwik Fit Financial Services, was formed in 1995 and has grown to become one of the UK’s leading car insurance distributors.
About SVL Business Solutions:
Founded in 1967, Sinclair Voicenet Limited is the UK’s longest established specialist provider of multimedia interaction recording and contact centre applications including quality management, real-time automation, WFM, customer feedback and analytics. The company is focused on enabling users to enhance customer satisfaction, improve agent effectiveness, streamline processes and reduce operational costs while ensuring compliance with internal procedures and regulatory requirements. Sinclair Voicenet was one of NICE Systems’ first Platinum Partners and has customers in diverse industry sectors including financial, public safety, local government and utilities.
Published: Thursday, January 31, 2013