The Edcon Group is reaping the benefits of QAssessment, a Key Performance Technologies` (KPT) contact centre assessment module geared to improve service delivery in its inbound and outbound contact centres.
The Edcon Group has undertaken a consolidation exercise, bringing all its financial services divisions together under one umbrella. This led to the creation of three of the biggest regional credit offices in the country, based in Johannesburg, Cape Town, and Durban.
According to Ian Wood, financial services executive at Edcon, the consolidation exercise afforded the Group the opportunity to upgrade its call centre technology.
"The consolidation brought large staff complements together. We had to improve on our service delivery to our customers to ensure that we provide a consistent service offering - both from an inbound customer services/e-business opportunity area, as well as from an outbound collections area," says Wood.
The company purchased QAssessment, an advanced and comprehensive evaluation tool for managing the contact centre`s experience with its customers.
Wood cites a combination of price and service deliver as key factors that clinched the deal with KPT.
"We have seen an improvement in our new business area where we now give a far better initial impression to our customers.
Wood says that with regards to inbound customer services, the Group is now succeeding in resolving more queries first time around.
"With QAssessment, we are getting a more consistent delivery across our collections division as well. It took a lot longer to see the initial payback period and, at first, results got worse. This was largely due to the fact that people were focusing more on mannerism, than negotiation. After 12 months, however, I can confidently say that we are doing extremely well," he says.
Alexandra Anderson, Sales Manager at KPT, adds the Edcon Group has used QAssessment`s capabilities to access various competencies in its customer services operations, including recorded calls, outputs, quality checks, evaluation and training schedules for staff, as well as re-evaluating problem areas on a continuous basis.
"The Edcon Group is seeing the real benefits of using the QAssessment tool. The module offers numerous evaluation options, tailored to the contact centre`s assessment approach, and all the options are aligned to measurement base of core competencies or KPA`s and KPI`s.
"In addition to quality measurement, QAssessment provides the facility to incorporate quantitative and business achievement measurement criteria into a performance scorecard for the agent, team and contact centre. The Edcon Group has achieved measurable results. We look forward to an ongoing relationship with the company," she concludes.
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