Vertex Selects Insight Now for Real-Time Customer Experience Monitoring

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Insight Now is delighted to announce that it has been awarded a contract to provide Vertex, a leading global business process outsourcer and IT services company, with a suite of software to enable real-time tracking of customer experience and first call resolution within its contact centres in the UK. The contract was awarded following a recent market assessment and tendering process.

Insight Now specialises in using real-time customer experience and employee engagement surveys to optimise service delivery and business performance. The company was selected based on the fit of its solution to the requirements set out by Vertex. This includes the ability to offer surveys via all media channels and to capture the customer, agent and team leader perspectives of each call being surveyed.

Vertex has identified one of its clients to be an early adopter, and is currently rolling out the new Insight Now solution. The company intends to socialise the new service solution progressively to its other clients and prospects in the near future.

In practice, client customers contacting Vertex managed centers are given the opportunity to rate various aspects of the service they have received using web-based, Interactive Voice Response and mobile phone technology.

The customers’ responses are analysed instantly and the results automatically sent straight back to the advisor, their team leader and senior management. This provides an instant steer on how they are performing and areas that could be improved.
Commenting on the new contract, David Howard, CEO of Insight Now said, “We are naturally delighted that a leading international outsourcing business such as Vertex has chosen our solutions to enhance its client proposition and to fill the growing demand for customer satisfaction and first call resolution management. “

Bruce MacLeod, Vertex’s Managing Director, Private Sector concluded,
“Vertex is committed to its clients’ customers by offering unique insights and actionable ideas that improve the customer experience. We are always searching for smarter, quicker and more efficient ways of working in order to drive our clients’ success. This new real time monitoring service adds to a range of innovative Vertex service solutions, offering ideas for improvement at every level.”
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About Insight Now
Insight Now are a privately owned provider of unique, real-time measurement of customer satisfaction, First Call Resolution (FCR), and employee engagement monitoring, enabling businesses to pinpoint gaps in service delivery and staff motivation.
Our survey tools and techniques deliver real-time feedback directly to agents, showing satisfaction levels as judged by their customers, their team leaders and against their colleagues. Hence, agents and team-leaders together see vital performance data – generated by our proprietary web-based Integrated Survey Engine™ (ISE) – presented on ‘live’ dashboards and via any contact platform: web, mobile or IVR. This timely invaluable information is delivered via a hosted service and as such requires no additional investment in IT. Our services are being used by a variety of Blue chip organizations in the UK and South Africa. For more information see www.insightnow.co.uk
Media enquiries to:
Neil Sharp
Insight Now Media Relations
Tel: 07765 247701

About Vertex
Vertex is a leading international provider of business process outsourcing and technology services. As the UK’s leading provider of innovative customer management and back office solutions, we understand how important high performance is to our clients. Operational and customer service excellence is what our clients expect, and our solutions deliver measurable results – that’s why we are the partner of choice for some of the UK’s leading brands in the commercial, financial services, utility and public sectors. The company has more than 9,000 employees in the UK, North America and India, and delivers global solutions and capabilities to a wide range of clients. On behalf of those clients, Vertex serves over 45 million customers, 8.1 million citizens and 188,000 users from over 70 locations around the world, 365 days a year.
For more information see www.vertex.co.uk

Media enquiries only to:
Deborah Morris, Vertex Public Relations Manager
(t) 0151 443 9830
(m) 07827 304207
(e) [email protected]

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