Case Study: Psytechnics Helps Friends Provident With Voice Performance Management

Results

As the Friends Provident six-star customer service program gathered momentum, the company felt that measuring a customer’s perception of a phone call was the way in which to maintain an edge over competitors. Coupled with the new contact center, the company felt it could ensure that its customers hang up the phone having been allocated to the correct agent.

“In terms of voice performance management, Experience Manager is better than any other solution available,” Sharratt says. “The fact that you can resolve echo and noise in real time is pretty unique and very important when keeping customers satisfied with a predominately phone-based customer service program.”

“Friends Provident feels confident enough to migrate all employees to its IP telephony system. We, the IT team, are now able to easily identify deficiencies in end-user experience and keep up the Friends Provident six-star standard of customer service. We can check any call quality issues in real time and even tell remotely if a telephone handset or headset isn’t working correctly,” he says. “Voice performance management may sound trivial, but it can be the difference between losing a customer due to repeated poor quality phone calls (and a negative perception of customer service), versus a triumphant and strong customer service record. There are simply too many other variants that have nothing to do with the network to rely solely on quality of service tools to run an enterprise-wide IP telephony infrastructure.

Never underestimate the importance of being able to measure your customer’s experience,” continues Sharratt. “As a business, customer satisfaction is one of our most important ways of measuring success.”