Kwik Fit looks for 20% business growth from £2m call centre upgrade

The financial services arm of car repair company Kwik Fit has upgraded its call centre technology in a bid to grow its business...

The financial services arm of car repair company Kwik Fit has upgraded its call centre technology in a bid to grow its business by 20% during 2005.

Kwik Fit Financial Services has installed Internet Protocol (IP)-based technology from Avaya in a £2m upgrade.

Martin Oliver, managing director of Kwik Fit Financial Services, said, "Most of the reasons for the upgrade have been productivity driven. We want to get more from the same amount of operators."

"Half of our new business comes from phoning out to customers so we need cutting edge technology to help us keep ahead of the game and cross sell."

Kwik Fit has moved from an Avaya Definity server to an Avaya Communication Manager running on Avaya S8700 media servers.

The National Outsourcing Association has predicted that many services companies will this year start to scale back their call centres because they are too expensive.

Martyn Hart, chairman of the NOA, which represents user and supplier organisations, said, "Call centre operations are notoriously expensive and are regarded by many companies as a temporary customer service solution.

The NOA research has found that financial services companies in particular are planning on implementing Customer Self Service (CSS) systems, pushing customers to use the internet to solve problems and post any queries they may have on their account."

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