AA gets motoring with compliance software
Motoring organisation sees improved call quality from workforce optimisation software
Motoring organisation the AA has improved call quality across eight departments by up to 50 per cent following the introduction of workforce optimisation software.
The AA uses call recording, quality monitoring and e-learning software in four of its dedicated call centres in Cardiff, Cheadle, Newcastle and Oldbury.
It has reduced its Financial Services Authority (FSA) two-day compliance training course by three hours, saving both time and money.
The system supports 2,500 staff in departments such as member retention, accident management, legal, warranties, member care, new members, insurance, sales and its web site.
Contact centre general manager Jim Austin says the software enables the AA to record and evaluate all or specific calls, capture data related to calls and increase the levels and frequency of staff training to meet FSA regulations.
‘Our investment in Witness Systems’ software has dramatically changed the training processes in our organisation, making it frequent and better targeted to individual and group needs,’ he said. ‘It has also greatly reduced training times and cost.’
Austin says using captured customer data, The AA can create custom e-learning lessons to address specific issues.
‘The e-learning software enables quick and effective training at an individual level,’ he said. ‘This, combined with the information obtained from the recording and performance evaluation functionality, allows us to demonstrate FSA compliance.’
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