Yorkshire Water Customer Services Arm Deploys Impact 360 Quality Monitoring Software

Posted: Thursday 16th July 2009

Leading Utility Company Leverages Next-Generation Quality Monitoring Solution, Furthering Customer Service Focus; Benefits from Encryption Capabilities, Helping Protect Customer Data and Meet PCI Requirements.

Verint Systems says that that Loop Customer Management Ltd - the sister company and customer service arm of Yorkshire Water - has deployed the next-generation Impact 360® Quality Monitoring solution from Verint® Witness Actionable Solutions®. Loop provides contact centre operations for Yorkshire Water, a major provider of water and sewerage services to 4.7 million people and 140,000 businesses across Yorkshire, UK.

Yorkshire Water is an existing Verint customer and user of the company's quality monitoring (QM) and call recording technology at its Regional Operational Control Centre located in Bradford. Its sister company and customer services provider, Loop Customer Management Ltd, which has a 500 seat contact centre, implemented the Impact 360 software to capture, evaluate and learn from customer interactions. As part of the implementation, Yorkshire Water and its customers will benefit from the encryption capabilities within Verint's unified, analytics-driven Impact 360 Quality Monitoring solution. Encryption delivers enhanced compliance and support for PCI (Payment Card Industry) customer data security regulations.

Loop Customer Management is using Verint's QM solution to capture both customer conversations and associated agent desktop activities, providing a complete record of each interaction. Callers to the Loop contact centre benefit from an added layer of encryption and secure storage environment, supporting the PCI Data Security Standard for the protection of sensitive cardholder and credit card details for Yorkshire Water customers.

Further, Yorkshire Water's Regional Operational Control Centre handles environment agency and police emergency calls, which also are recorded and stored by Impact 360 for compliance purposes.

According to John Beresford, Senior IT Professional on Yorkshire Water's Contact Centre Technology Team: "In addition to advanced features, such as PCI compliance, Yorkshire Water can benefit by using Impact 360 to help unlock significant productivity savings within the business. For example, retrieving archived interactions used to take at least half an hour, but with Impact 360 the whole process is fully automated. Thanks to Impact 360, specific calls can be retrieved simply and quickly, freeing up our team leaders to spend more time on essential activities, such as quality monitoring and coaching."

Beresford adds: "We also use Impact 360 Quality Monitoring to listen to customer interactions and identify ways to enhance our customer service, as well as evaluate and improve staff performance and training. Being able to capture both voice and data helps us assess not only what agents and customers are saying, but also the specific context for those interactions, with full details of the applications used and processes completed. This provides invaluable support for our IT function in responding to incidents. With Impact 360, we have a powerful mechanism for capturing and learning from our customer interactions."

"Yorkshire Water is committed to analysing all its interactions, not just to meet its compliance obligations, but also to understand the reasons why customers are calling and to identify emerging trends. Thanks to Impact 360's robust recording of voice and screen activity, fast retrieval of historical calls for queries, and training capabilities that support agent development, Yorkshire Water is ideally placed to take advantage of the wider business benefits that result from a unified quality monitoring/recording approach," says David Parcell, managing director, EMEA for Verint Systems.

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