Contact centers live and breathe numbers. But the number by which they live and die is the one that attaches to call quality. On this front DB leads the industry, maintaining a 95-plus per cent measure of call quality. It’s seen them scoop awards in three categories at the New Zealand CRM Contact Center Awards (http://www.crmconsulting.co.nz/) in 2012 and 2013.
DB’s contact center manages a blend of calls. Outbound calls alert the smaller retail and on premise customers to promotions and campaigns. Another team manages inbound calls which handle a host of enquiries like placing orders, delivery updates, sponsorship enquiries and product advice.
DB Customer Contact Center manager Rosanne Judson says training is a big factor in her team’s success. So is mastery of the contact center’s tools of trade – CRM software.
In Jan 2013 DB, a long time SAP user for ERP, made the decision to migrate to SAP’s CRM solution. The move remodelled DB’s contact center system on SAP’s CRM platform. Telephony integration was a key requirement of the project.
DB’s Customer Contact Center agents perform multiple tasks to successfully complete a customer call. Control buttons that manage call workflow are at the center of activity. Agents also rely on screen pops (prompted by telephone number recognition), which present customer details within the SAP screen. Call details, including call abandons, time taken to answer and talk-time, are captured for reporting.
To do their best work, agents required a simple, one-screen experience. Behind the scenes, technologists had to tightly integrate Avaya call technology and SAP CRM – a process that under ordinary circumstances is fraught with the potential for error. And the last thing anyone wanted was a plague of IT fixes.
So how did DB successfully integrate its Avaya platform with SAP in just six weeks? Virsae Contact Center (VCC) SAP Connector did the job.