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News : Aussie Replatforms Contact Centre Systems

#contactcenterworld

Sydney, Australia, Dec 16, 2020 -- Home loan provider Aussie has replaced its technology underpinning its contact centre operations with Amazon Connect.

Aussie selected Amazon Connect after a consulting engagement identified a number of gaps in their existing telephony solution.

"We were paying a lot of money for a system that didn't really give us what we could have elsewhere," Aussie's customer contact centre senior manager Natalie Gumley said.

The business worked with VoiceFoundry, an Amazon Connect partner, to implement the new solution and drive performance improvements across the call centre.

Timm Mayers, an Aussie customer contact centre manager, said previously it was difficult for agents to navigate between screens when on calls.

The new platform allowed agents to focus on serving the customer rather than operating the software.

"Once it's easier for them to navigate they're really focusing on that customer experience instead of where to find things and how to get to these," Mayers said.

Aussie has also introduced dashboards to show the performance of the contact centre, enabling supervisors to recognise and intervene in difficult calls.

The company also plans to embed customer service through social media interactions into the platform in the future.

"I want to be able to have full visibility of what our team is doing and what that means to our customers in order for us to establish where we should best resource our team," Gumley said.

"I've been quite blind to that. Especially when things like Covid and bushfires happen, you can't plan for these so it'd be nice to know where we can move resources in order to support our customers in the best possible way."

Aussie is also undertaking a multi-phase digital transformation of its home loan application processes led by Aussie’s inaugural chief digital officer Rainer Rhedey.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itnews.com.au


About Aussie Home Loans:
Company LogoAussie is an Australian retail financial services group with operations spanning all mainland capital cities and major regional centres throughout Australia. The Commonwealth Bank is an 80 per cent shareholder in Aussie.
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Today's Tip of the Day - Technology

Read today's tip or listen to it on podcast.

Published: Thursday, December 17, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

2.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

3.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

4.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)
PH: +44 1983 303011

5.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
 

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