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SSE adopts virtual call centre
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UK energy provider Scottish Southern Electric has increased productivity and operating capacity by adopting a virtual call centre. The supplier can now field ten times more calls than it could using its older system, which had no central structure for managing phone services. It can now handle up to 250,000 calls an hour with the new virtual network operator. The firm is among a growing number of companies realising the benefits of virtual private networking, a service which has been recently hailed by WhatPC for allowing businesses to ensure "resilience, flexibility, security and stability" in line with an adapting and expanding business model. The number of SSE's calls that need to be redirected has also fallen dramatically, with 74 per cent of calls being handled correctly, improving client to staff routing and call time resolution by 31 per cent. Additional customer services enabled under the virtual networker operator system have also streamlined cash and direct debit bill payments procedures, allowing the company to further reduce overheads. Azzurri is helping organisations make their contact centres work better with a focus on multimedia blended contact centres.  |
Azzurri provides leading technology and customised software to make your contact centre work better. Ofcom compliance is our forte!