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QueueBuster helps enhance the customer experience for Bournemouth and West Hampshire Water's custome

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QueueBuster helps enhance the customer experience for Bournemouth and West Hampshire Water's custome

Written by Nadine Wilson
Thursday, 12 June 2008
Netcall has announced today that QueueBuster has helped Bournemouth and West Hampshire Water enhance their customer experience whilst meeting regulatory requirements. *Callback Solution Helps Water Company Meet Regulatory Requirements* Cambridge 12 June 2008- Netcall has announced today that QueueBuster has helped Bournemouth and West Hampshire Water enhance their customer experience whilst meeting regulatory requirements. BWHW were looking for ways in which it could further improve the experience that customers received when they were in touch with the customer service centre. BWHW was also concerned about maintaining its level of service and the pressures that were being put on customer service staff at peak times, most notably during seasonal billing periods. In addition to this, BWHW must be constantly aware of the requirements that as a regulated company it is obliged to meet. Each year the water and sewerage companies in England and Wales provide Ofwat with information on their performance against various measures of service. Ease of telephone contact is one of these measurements. “The regulatory requirements are in place to ensure that we are providing the very best service to our customers – something that is a key part of our customer philosophy. This attitude means we are always striving for the best possible outcome and keep pushing to deliver heightened standards without increasing operational costs,” explained Lym Tai.QueueBuster gives customers an alternative to queuing. They simply leave their details and hang up. QueueBuster does the rest, patiently holding for an available agent and only then automatically calling the customer back.BWHW has been delighted with the results, which have helped not only comply with the regulatory requirements but also significantly increase their service levels. BWHW has been able to improve the management of calls during peak periods. QueueBuster achieves these results because the call back is a fully automated process. All calls are handled on a first-in, first-out basis ensuring customers get their call back within the time-frame of the queue - not some time later when queues have died down. “QueueBuster has produced operational efficiencies and improved key call centre metrics whilst providing a very visible improvement to customers. Their reaction to our use of QueueBuster has been highly favourable,” concluded Lym. Bookmark with: Delicious Digg reddit Facebook StumbleUpon What are these?

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