The Problem:
Abbey’s banking and savings division realized that only by recording calls could they set up processes to satisfy their key business drivers, which overall were to improve quality and promote and share best in class customer experience across the whole organization, to enable more effective training and ongoing coaching of agents, to make agent performance appraisals more meaningful and support compliance needs. With nine sites, 2500 agents and around 30 million and outbound calls a year, a system had to be robust and agile enough to retrieve, play, assess and store any call, regardless of the location. And, with Abbey opting to outsource part of its banking operation to India, it was particularly vital that the chosen system was compatible in India and the UK. In fact, one of the conditions behind Abbey appointing its chosen outsourced partner, was that they would share the same quality targets of the Group overall, using the same system as the UK to do it, and with a dedicated quality team in place to manage it.