Call Center Provide Quality Customer Support Effectively?

ICE's quality management application, NiceUniverse™ will be installed in a total of seven of the fourteen SNT contact centers located in the Netherlands, with one center in neighboring Belgium, upon completion of this first stage. The system integrator for the project is KPN Telecom, NICE's distributor in the Netherlands.

SNT provides outsource inbound and outbound teleservices specializing in "one-stop-shopping" and customer care solutions for more than 350 Dutch and international customers in the telecom, financial services, consumer goods, information technology, entertainment, public services, utilities, and charitable institution industries.

Pieter Bezemer, director of operations for SNT, said, "Previously, our quality management program consisted of manually taping calls with a tape recorder. Obviously, this was very inefficient and we could not get the results we desired. We chose NICE because it provided the tools and capabilities, as well as the flexibility, we need to move to the next level in quality management so we can provide an improved customer experience."

"SNT provides teleservices to literally hundreds of top European companies and institutions," said Lior Arussy, NICE's vice president of global marketing, CTI (computer telephony integration) division. "They're a leader in the Benelux outsource contact center market and they wanted to enhance that leadership position. With NiceUniverse, SNT is significantly bolstering its quality management program and the services it can offer. Recently, SNT added a leading European bank to its client roster because the bank was looking for customer service capabilities backed by a superior quality management program. With NICE, SNT could deliver."

SNT will implement quality management for both voice and screen in the seven contact centers, encompassing over 1800 seats. The NICE system is fully integrated with an Aspect switch.

SNT's Bezemer continued, "We are in the midst of implementing new systems to measure changes in efficiency and service in our contact center operations, but I can tell already that we are seeing quantifiable return on investment as a result of our decision to implement the NICE solution. Because reviews of agent calls conducted with the NICE system take half the time as our previous system, we are able to tremendously increase the number of calls we can review and, importantly, the quality of the review. With our contact center handling over 25 million calls per year, in multiple project environments, this increase in reviewed calls and review effectiveness translates into a vastly improved customer experience and a much better product that SNT can offer to the market."