BoE Bank`s Credit Card customer service and collections departments are reaping the tangible benefits of QAssessment, a comprehensive browser-based call centre evaluation tool, developed by Key Performance Technologies (KPT).
According to Hugo Heunes, Operations Manager: Card Products at BoE Bank, they aim to achieve world-class standards of customer service in a competitive local market. "QAssessment is integral to delivering this vision.
"No other system on the market was able to provide such a cost-effective and quantifiable performance improvement to our service delivery," he says.
KPT develops Quality Performance Management solutions and its Qnique range of products is used by many global blue chip organisations to improve quality and business performance delivery in their contact centres.
"Initially the system was deployed to improve our credit card customer services department which was under-performing. We saw a change in the figures within a very short time and incorporated QAssessment into our Credit Card Collections Department as well. Implementing the solution has resulted in consistent service delivery and we are maintaining a high level of results with improved collections efficiencies," says Heunes.
Marian Spieth, MD at KPT, says QAssessment offers BoE Bank many evaluation options, which can be customised and deployed to mirror the assessment approach within the bank`s divisional call centres.
"All the options are aligned to a measurement base of core competencies, or KPAs/KPIs. As a result, BoE Bank has grown from focusing on tele-skills to in-depth assessments of competence, quality and customer interaction across all aspects of its business that tie into measurable and profitable results."
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