Major Improvements in Customer Service shortly after Implementation of INSPIRATIONpro and EVOip

Hoesbach/Germany, July 15, 2009 – ASC (www.asctelecom.com), a leading global provider of innovative solutions to record, analyze and evaluate communications, installed its quality monitoring solution INSPIRATIONpro with its VoIP recording software, EVOip, at two locations of BSH Home Appliances in the UK and Ireland. Shortly after implementation the client achieved major improvements in customer service. BSH Home Appliances, Ltd. is a subsidiary of BSH Bosch and Siemens Group, one of the world’s leading manufacturers of home appliances and number one in Western Europe.

BSH was already delivering a high level of service to its customers, regularly coming in first in independent surveys. However, after just a few weeks using INSPIRATIONpro, BSH noticed several opportunities to enhance its customer service levels further. INSPIRATIONpro let BSH quickly build its own templates for evaluating different call types handled by its agents.  The supervisors praised the solution for its effectiveness and user-friendly operation. The module for agent feedback in the quality monitoring solution encouraged their engagement in the process.

Colin Embling, Call Center Operations Manager for BSH, said, “Our team leaders have been very positive about how user-friendly they have found INSPIRATIONpro software and the quality of training delivered by ASC. BSH was able to benefit from ASC’s system even in the first few weeks of use. We identified specific areas for improvement through one-on-one coaching with our customer service advisors.”

BSH needed a call recording and quality monitoring solution, primarily for training its agents and also for complaint investigation.  A centralized system, integrated with the company’s Avaya contact center, was sought initially for 88 agents at the Kettering call center, and later for recording additional agents at the company headquarters in Milton Keynes.

ASC provided an integrated solution comprised of EVOip recording software with INSPIRATIONpro quality monitoring and CTI to capture call data.  An ADI application was also included to capture the agent’s Windows login ID. 

EVOip records all of the agent calls and the screen recording module of INSPIRATIONpro captures all screen activity.  All voice, screen data and CTI data is stored on Network Attached Storage (NAS).

INSPIRATIONpro was installed for quality monitoring.  A special training module encouraged agents to review supervisor evaluations and provide their own feedback.  Licenses were ordered to allow nine simultaneous evaluations of voice and screen recordings.

For details, please download the entire case study at http://www.asctelecom.com/english/case_studies.html.