Outbound Call Center Featured Article

eglue Improves Customer Experience at UPC Netherlands Call Centers

January 15, 2009

UPC Netherlands (UPC), which provides cable, broadband Internet, digital telephony and video-on-demand services to 2.1 million households in the Netherlands, is using the eglue InterAct Suite for optimizing the customer experience for its subscribers.
 
The solution also helped the cable and media company to further reduce the Average Handling Time (AHT), and raise sales and service-to-sales conversion rates at its network of call centers spread out across Holland.
 
“Our needs primarily revolved around enhancing customer experience while still generating greater revenue -- and eglue (News - Alert) has delivered on all fronts,” said Marco Vianen, vice president of Customer Operations at UPC Netherlands.
 
The eglue InterAct Suite is being used at UPC’s call centers where it has driven a significant reduction in AHT, a shorter time-to-market for new products and services, and a measurable increase in new revenue generation.
 
“eglue has become an indispensable aide in our call center agents’ daily working environment,” he added.
 
Dror Pockard (News - Alert), CEO of eglue explained that consumers have become more demanding, have more choice and expect immediate service. They now want personalized, appropriate recommendations, and immediate satisfaction.
 
As call center agents have access to the full set of current information on the caller in real time, each customer interaction is optimized and each interaction meets the high customer expectations.
 
Pockard noted that the eglue InterAct implementation at UPC shows that intelligent customer interaction management can result in fast ROI, greater customer satisfaction and improved operational efficiency.
 
eglue officials inform that their InterAct Suite for UPC is also enhanced with two dedicated business applications: eglue InterAct for Revenue and eglue InterAct for Efficiency. The former boosts revenue generation by providing ideally timed contextual guidance on the most effective cross- and up-sell offers. The second application enables agents to shorten call duration, improve efficiency and minimize the errors.
 
 

Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.

Edited by Stefania Viscusi

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