Leek Unitedbuilding society has
successfully completed the implementation of anIP telephony systemto improve
customer services at its head office.
The company replaced BT voice systems with technology from Avaya
to
improve the handling of customer queries.
Stephen Boulton, head of IT at Leek United Building Society,
said the company had to improve the level of customer service it
provided.
"We could not route people properly to the people with the right
skills," he said.
Previously the head office had 100 analogue telephones, which
have been replaced with a digital phone on every desk. When a
customer calls, all the information required can be made available
to the call-centre worker, depending on what product the customer
is calling about.
Staff were trained to use the system a week before the system
went live.
The company is considering rolling out the technology to its 11
other sites.