|
|
|
DVLA Provides Efficient Customer Service Using Avaya
Contact Centre Solutions
|
|
Increased Business Flexibility,
Improved Customer Service, More Detailed Reports Enable Government
Agencies to Maximise Effectiveness and Efficiency
|
|
For Immediate Release: 06-Nov-2007
GUILDFORD, UK – The Driver and Vehicle Licensing Agency
(DVLA) has selected a Contact Centre solution from Avaya, the leading
global provider of business communications software, systems and
services, to support the Agency’s customer service. DVLA’s latest survey
showed the Agency had a customer satisfaction level for 2006/07 of over
91%, supporting its focus on delivering the highest quality of service to
consumers.
“Technology is a critical component of our business strategy”
said, Ian Broom, head of DVLA’s Contact Centre “Over the years we have
been continually exploring and looking at innovative ways on how we can
exploit new technologies to enhance and deliver the best customer
experience. Avaya’s Contact Centre system is proving to be a dynamic and
productive addition to DVLA, who now answer in the region of 25 million
calls per annum.”
The Agency, headquartered in Swansea, has approximately
700 agents dedicated to answer customer queries. The fully
integrated contact centre offers a wide range of services including
inbound calls, help desk facilities, bill collecting and market research.
“It is all about meeting the customer expectations, making
them feel valued, giving them easy and quick access to our services in
their channel of choice” continued Ian Broom “DVLA has made it possible
for our customers to access our services in their preferred method. For
example, we introduced DVLA’s Electronic Vehicle Licensing (EVL) service
specifically to make it easier for motorists to tax their vehicle.
Through Avaya’s Interactive Voice Response (IVR) we have mirrored our Web
services to speed up the handling of calls, allowing callers to pay their
vehicle tax without the need to speak to an agent but still making the user
experience as friendly as possible.”
To further enhance the customer experience, last year,
DVLA automated the forms ordering process using speech technologies.
The Agency has also implemented 400 seats of the Impact
360 Full-time Recording software from Verint Witness Actionable
Solutions, an Avaya developer partner, part of the company’s dedicated
DeveloperConnect Programme. Impact 360 provides DVLA with full-time
recording capabilities, allowing supervisors to assess agent performance,
recognise best practice achievements and acknowledge employees efforts in
delivering high quality services. In addition, the solution assists the
Contact Centre in identifying any specific training needs, contributing
to the continual improvement of overall quality of customer service.
David Parcell, managing director of Verint Systems EMEA,
added: “Impact 360 is designed to capture, index and retrieve 100 percent
of customer and caller interactions in traditional TDM, IP and mixed
telephony environments. Contact centre recordings are a critical
component of compliance programs and can provide the information required
to quickly resolve disputes, verify transactions, and confirm sequences
of events. Impact 360 provides DVLA with a robust, enterprise-class
contact centre recording solution that captures all interactions and
makes them available to DVLA when required.”
DVLA’s Contact Centre is based on Avaya’s Communication
Manager Telephony software running enriched applications, such as
Automatic Call Distribution (ACD) functionality, to direct calls to the
right agent. The solution also includes Avaya Call Management System
(CMS) to help managers maximise call centre performance, providing useful
statistics including queue wait times and average call handling.
“For an organisation like DVLA it is essential to manage
customer interaction effectively while delivering excellent services to
road-users said Nick Roullier, Country Manager, Avaya, UK “We are
confident that our solution will assist DVLA in maintaining high levels
of customer satisfaction and will continue working closely with them to
further embrace the idea that technology, used properly, can sustain and
drive forward high levels of customer service” concluded Roullier.
About Avaya
Avaya
delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the
FORTUNE 500 (R), use Avaya solutions for IP Telephony, Unified Communications,
Contact Centers and Communications-Enabled Business Processes. Avaya
Global Services provides comprehensive service and support for companies,
small to large. For more information visit the Avaya web site: http://www.avaya.co.uk
The Driver and Vehicle Licensing (DVLA) is an executive
Agency of the Department for Transport and has responsibility for over 41
million driver and 33 million licensed vehicle records. The Agency
collects over £5 billion in vehicle excise duty and in the period
2006/2007 dealt with in excess of 24 million telephone inquiries through
its contact center. For more information, visit http://www.direct.gov.uk/motoring.
|
|
|
For More
Information:
|
|
Giorgia Casnedi
Avaya
+44 (0)1483 308 758
Giorgia Casnedi
|
|
Arseny Tseytlin
Fleishman-Hillard
+44 (0) 207 395 7044
Arseny Tseytlin
|
|
|
