Call Center Management Featured Article
Gen-i to Revamp Commonwealth Bank Call Center Management
In the call center culture, call center management affects all aspects of the way it runs. Call centers need to properly forecast and schedule their staff while maintaining service levels and keeping costs in check. The right call center management software solution can help manage the aforementioned, but it's not a solution that has to be a costly expenditure.
Recently, the Commonwealth Bank has re-engaged New Zealand IT services provider Gen-i, to provide it with contact center services in a new five-year contract. As part of the new contract, Gen-i will help the bank move away from PBXs and call management systems that run on the premise, and, instead, will install a SIP-enabled, cloud-based call management system.
Since 2000, Gen-i has been providing call center services to the bank. It had also provided the bank with voice and data services up until 2008, until Gen-i decided not to re-tender for that work because of a decision to move away from being a telecommunications provider to focus on providing IT services.
According to Gen-i managing director Australia Paul Wilson, the new call management system will allow more flexible working arrangements and streamline the introduction of new client services and products. It will also allow the intelligent routing of the more than 100 million annual calls the bank receives, to the right customer service representative, from the 1500 choices.
Quentin Boyes, executive general manager for direct channels at Commonwealth Bank, said it was critical for the bank to constantly look for ways to innovate and improve the customer experience. "Our aim is to ensure we understand more about the reason a customer is calling, and then be able to have the call answered by the most suitably skilled customer service representative," Boyes added.
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Edited by Allison Boccamazzo