WesBank and ATIO Corporation have signed a partnership agreement that positions ATIO as the preferred technology partner in the WesBank Contact Centre. As the first phase of this agreement, ATIO has successfully installed a call centre in WesBank`s West Rand-based administration centre, migrating the company`s system from a traditional PABX, to Soft PABX/ACD technology.
This solution provides WesBank with an open-standard technology platform that can grow into a multimedia contact centre solution and has the flexibility to change with WesBank`s business requirements by simply adding the relevant software modules as and when required.
The project will be completed in phases. The first phase, the implementation of a new Customer Interaction Centre (CIC), designed by Interactive Intelligence, consists of 100 agents and is currently being implemented. An additional 100 agents will be added shortly thereafter.
The advanced management information solution provides WesBank with the technology and business tools to control and manage all interaction between the contact centre and WesBank`s key stakeholders - customers and dealers. Real-time statistical information provides call centre managers and supervisors with the means to improve customer service levels and response times by intelligently routing calls and maximising staff productivity.
Chris de Kock, General Manager Marketing at WesBank, said: "WesBank has a reputation in the industry as an innovative and customer service-oriented organisation. This meant that our contact centre solution had to position us for the future. At the same time we needed a partner that understood our business drivers, who shared our objectives for the future and who is in a position to provide the kind of support and service that would ensure that at no time would WesBank be unable to service its customers.
"The first part of the project has successfully been implemented and we are extremely satisfied with the way the project has been handled by the ATIO team. ATIO has also shown an understanding of our business and proposed a solution that can grow with our business requirements. The successful implementation was done according to an agreed implementation plan."
On completion of the 200 seats installation, it will be one of the largest soft switch call centres in SA. A big step in call centre history for WesBank, ATIO and Africa.
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Already known as SA`s call centre supremo, ATIO offers so much more. Our four semi-independent divisions - each dedicated to a particular field of IT and commerce, can transform businesses into 21st century multi-channel enterprises by leveraging traditional channels and customers through mobile and e-commerce solutions, contact centres, services quality assessment in the GSM environment, unified communications and messaging services.
WesBank
Formed in 1968, WesBank was the first financial institution in the country to specialise in vehicle financing. Today it is acknowledged as the largest provider of instalment credit finance to vehicle purchasers. One in four vehicles sold in SA is currently financed by WesBank. The close association with the automotive industry has led to the bank being known as the "Wheels Bank" to the consumer and the "Dealer Bank" to the motor industry.
WesBank`s Business Division specilises in financing all moveable assets from aircraft to yellow metal goods, technology and mining equipment. WesBank has positioned itself as a financier of "Wheels and More" - R10 billion of WesBank`s R36 billion book is made up of non-wheels transactions.
Its strong philosophy of business partnering - of which the agreement signed with ATIO is an example - has led to WesBank becoming one of the strongest and most identifiable brands in SA and has linked the WesBank brand to some of the largest players in the automotive, corporate and industrial sectors in SA.
In September 2001, WesBank launched its modernised brand which affords it the brand stretch to be recognised as serious contenders for lead position in corporate finance. The key drivers behind WesBank`s enterprising brand are: innovation in products and services, a strong heritage in providing superlative service, performance as a market leader and partnering successfully to provide the best all-round financial solution.
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