Lloyds TSB Asset Finance builds next-generation contact centre

Lloyds TSB Asset Finance has awarded Cable & Wireless a three-year, multi-million pound contract to deliver a next generation contact centre platform.

The...

Lloyds TSB Asset Finance has awarded Cable & Wireless a three-year, multi-million pound contract to deliver a next generation contact centre platform.

The updated contact centre will help Lloyds TSB Asset Finance better serve the needs of its customers and improve business processes.

Cable & Wireless will provide a complete voice, data and contact centre system, bringing together various legacy telecoms systems into a new single IP-based platform.

It includes the deployment of IP telephony to replace traditional telephone handsets, allowing more control over how calls are managed and responded to.

For Lloyds TSB Asset Finance, the new system will assist the management, control and flexibility of its call centre operations, reducing call queues and improving customer response rates.

For instance, during a time of heightened call activities, a resource planning tool will calculate how many operators are needed to handle the call volumes.

The company will also benefit from reduced line rental costs thanks to Cable & Wireless' IP (SIP) trunks which allow multiple network connections through a single network circuit.

The scale of the project is large - migrating about 1,300 call centre operators and 3,500 back-office telephones, located in more than 115 sites around the UK, onto a completely new wide area network, local area network and IP telephony infrastructure.

Al McMullan, head of technology and IT strategy at Lloyds TSB Asset Finance, said, "We want all of our customers to rank us as their number one financial services company and so updating our systems to ensure we can provide them with the best possible customer service is vitally important to us.

"We have enjoyed a great working relationship with Cable & Wireless for some time and its call centre proposition, coupled with its focus on delivering excellent service to large enterprises, made it the obvious best fit for our needs."

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