Like many other financial services organisations, updates to regulatory compliance had a significant impact on call duration for TWG; these updates can have a negative effect on customer experience. The dilemma for TWG was how to ensure compliance while maximising efficiency and customer satisfaction.
TWG use QMax™ to plan, forecast and optimise call centre agent resources. More recently they introduced an easy-to-use interface (unified agent desktop) to allow agents to view all customer data. TWG then created a knowledgebase
as a repository for common problems and their resolution.
Within weeks of operation, the goal of reducing process handling that affected AHT by 20 seconds per call had been exceeded by 50%. Agents use a structured search facility and gain diagnostic answers of increasing relevance and accuracy.