Business Systems (UK) Ltd today announced that two of its customers, leading business process services provider Equiniti, and business performance optimisation specialist Dekra, have been selected as finalists in the European Contact Centre and Customer Service Awards (ECCCSA) competition. Equiniti and Dekra were awarded finalist positions in the ‘Best Deployment of Customer Insight’ and ‘Most Effective Learning and Development Programme’ categories respectively.
Equiniti (www.equiniti.com), has been named a finalist in the category of ‘Best Deployment of Customer Insight’ for its use of Business Systems’ Speech Analytics solution to obtain better customer insight and optimise their processes. With speech analytics they were able to turn the centre’s 2.6 million spoken interactions that take place between customers and advisers annually, into searchable content that can be analysed to identify trends more quickly than ever before. This increased visibility to the entirety of the calls, helping them identify and resolve both operational inefficiencies and causes of dissatisfaction.
Dekra was named a finalist in the category ‘Most Effective Learning and Development Programme’ for its use of Business Systems’ OPEX hosted Call Recording solution around which it developed its winning learning, development and performance optimisation programme. Being able to listen back to calls gives them unique insight into the strengths and weaknesses of each employee, and allows them to provide individualised training courses and coaching sessions, showing exponential improvement in performance and results on behalf of their customers.
“We are very proud that two of our customers have made it to the final round of this prestigious competition,” said Stephen Thurston, Founding Director, Business Systems. “These awards are a testament to the success of Dekra and Equiniti, as well as our commitment at Business Systems to serve the needs of our customers.”
The European Contact Centre and Customer Service Awards are the longest running and most respected awards in the customer contact industry. They use a robust judging process overseen by an unrivalled panel of industry experts, to recognise organisations that are leading the way in delivering exceptional customer service. These organisations value their people, continually innovate to improve the customer journey, and operate efficiently and effectively.