ASC (News - Alert), a provider of VoIP call recording and analysis, has successfully implemented VoIP recording and quality management solutions for De Lotto, the Dutch lottery organization.
For this implementation, ASC partnered with Bumicom, a company known for its implementation of recording solutions, quality management software, interaction analytics and customer feedback applications since 1979.
The lottery organization selected ASC VoIP call recording solution to support its contact center needs. De Lotto contact center was recently recognized for providing the best customer service in the Netherlands.
Further, De Lotto also selected ASC’s quality management system, INSPIRATIONpro, to increase the customer satisfaction rating for 32 agents and five supervisors from 6.4 to 8.6. For retailers, it climbed to 8.9. This was achieved through an objective assessment of customer interactions, including agent conversation techniques and language.
ASC’s software solutions are used in contact centers to continuously measure and improve the quality of customer contacts. Data collected from all communications levels is brought together and evaluated to improve agent performance and optimize customer service.
The VoIP call recording capabilities of INSPIRATIONpro reveal improvement potentials in contact center operations including processes, marketing, sales activities, time of reaction and problem analysis.After deploying ASC call recording solution, De Lotto also reported improvements in processes and agent skills. It also helped the lottery organization earn greater job satisfaction and stronger customer loyalty.
Marco Mueller, COO of ASC, said, “De Lotto chose ASC because it wanted to maintain its number one customer service ranking, and I think we increased its lead! As we strive for excellence on a daily basis, it means a lot to us when other companies recognize that, especially organizations with the resources to choose any provider they wish.”
Nasser Al Mawla, service director of De Lotto, said, “Our goal was simple. To remain #1 in customer satisfaction among the top contact centers in The Netherlands. ASC understood the sacrifices necessary to be #1. Quality is above quantity, and with INSPIRATIONpro, we have the right instrument to gain the best performance of our agents.”
Edited by Rachel Ramsey