Auto and General`s clients are reaping the benefits of improved staff training, service standards and quality control after the insurer acquired an advanced digital voice recording system from Unisys. The Eyretel E1000 digital recording system, with a track record for quality and reliability in mission-critical applications, provides a crucial link in Auto and General`s mission to distinguish itself through service excellence. According to Auto and General`s deputy managing director Connie Kruger, the instant availability of recordings of telephone conversations with clients are proving to be an invaluable training aid. "A large percentage of calls are now analysed the next day allowing timeous actions to ensure that our service remains at the highest level. It provides practical examples that allow our staff to fine-tune both their interpersonal skills and product knowledge." The system also allows quality control. All telephone conversations are tagged with a policy number, enabling supervisors to automatically retrieve any recording that may require their attention. Unisys is complementing the installation of the E1000 systems with extensive training and support. The installation of the Eyretel E1000 systems at Auto and General has brought three world firsts for Unisys to the forefront. Firstly, the Digital Data Storage capacity of one tape is 1650 hours, exceeding the industry average of only 550 hours per tape. Secondly, the online storage retains four to six weeks of data, giving the operator fast access to client information. Lastly, the Eyretel E1000 is also fully intergrated with Auto and General`s Lucent PABX and their IBM AS400 systems. The signing of this deal has opened up new applications of technology and levels of customer service for both companies. "Unisys thoroughly evaluated the needs of Auto and General and adjusted the system to meet their requirements. Due to the fact that all information is cross referenced and interlinked, the retrieval of client information is easier and more accurate," said Paul Wells, account manager at Unisys South Africa. "The Eyretel E1000 also protects companies against fraud and the legal implications associated with mission-critical applications. The digital recording system reduces administration time and cost by simplifying data capture and increases productivity through an easy to use interface," Wells concluded.
Share
Editorial contacts