Johannesburg, 03 May 2006
Arivia.kom, a leading South African IT solution services company operating throughout the continent, has invested in a significant contact centre upgrade from Spescom DataFusion, as part of its drive to achieve improved customer service.
The company boasts approximately 40 000 end-users. Its national operations centre (NOC) handles 35 000 user interactions per month, via phone, e-mail, fax and customised integration to a customer application. The contact centre is an integral part of the NOC which enables arivia.kom to manage critical issues.
Arivia.kom's general manager of operations, Rajan Padayachee, says the company has a multi-pronged approach to the improvement of customer service levels.
"We understand that technology, although important, is only part of the solution. Process and people issues are often underestimated in devising enhancement strategies. The contact centre handles fault reporting and service requests from customers. This new technology will ensure specific customers are routed to highly trained designated agents which will aid in improved customer satisfaction," explains Padayachee.
Padayachee says Spescom DataFusion was selected as the Avaya support partner to assist in determining the magnitude of the upgrade and the appropriate technology required to achieve the desired goals.
An Avaya PBX solution, Audix voice mail system, management reporting tool and recording solution have been successfully deployed.
The upgrade went live at the end of December and already statistics on performance and customer satisfaction ratings are indicating a hugely successful outcome.
"Previously, research indicated that 80% of calls were handled within 40 seconds. Enhanced agent management and reporting have resulted in an improved call responsiveness of 90% within 25 seconds. Our lost call rate is now less than 3%. We are also experiencing no downtime since the implementation," adds Padayachee.
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