Spescom DataFusion has provided a call centre upgrade to Sovereign Health, a medical scheme administration company, part of Medscheme (Pty) Ltd.
Spescom DataFusion is the contact centre operation of multinational technology innovator, Spescom.
According to Sovereign Health's Contact Centre Manager, Kas Govender, two schemes within the Sovereign Health administration merged, providing the opportunity for contact centre growth.
"We relocated offices to accommodate a larger multifunctional contact centre with 150 seats and we needed the upgrade to enable us to continue delivering excellent service. "The voice recording component is critical for security and quality assurance purposes. Recordings are used to evaluate and monitor staff and identify possible training areas, enabling us to provide the highest levels of service." Govender adds that the solution is scalable which is essential in a rapidly changing technological environment.
According to Spescom's senior executive, Interactive Solutions, Paul Fick, a complete recording solution and workforce management application was seamlessly integrated with the existing automatic call distribution (ACD) and customer relationship management (CRM) systems.
"The DataVoice Orion Professional ensures all calls are recorded while the workforce management solution analyses ACD information in terms of peak periods and agents required.
"The analysis permits optimum allocation of agents at peak times to ensure there are always sufficient agents to cover the flow of calls and meet the desired service levels.
"Essentially the solution acts as an automated roster system where aspects such as leave, tea and lunch breaks, and training sessions are taken into account when assigning operators," concludes Fick.
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