Analytics technology for 1,000 seats

Aspect Software, has signed a deal with City Park Technologies (CPT) to provide call recording and voice analytics technology across three contact centres, and 1,000 agent seats, to be roll-out in November 2012.

Combined with Aspect’s technical expertise and consultancy, the technology will ensure CPT maintains high levels of compliance with increasing industry regulation and drives value from customer interactions for its Blue Chip clients.

They will be able to record and analyse 100% of multi-channel interaction with customers, including non-voice data such as email and SMS, compared to a cross-sector average of 1-2% of calls. As a result, CPT’s decision-making, and its clients’ decision making, is based more on actual activity and less on a small sample of the activity.

“Since 75-80% of our traffic is voice, we wanted to prove the efficiency of this channel and ensure that the level of quality of service is both maximised and sustainable,” commented Gerald Murphy, Sales Director at City Park Technologies.

“The decision to introduce voice analytics was primarily as an additional ‘check-point’ to ensure quality and compliance standards are being maintained. Regulators are now more vigilant than ever in ensuring that all customers are treated fairly and will impose heavy financial penalties where breaches occur. The majority of contact centres struggle to listen to even a small proportion of calls because it’s just too labour intensive. There is also the issue of human subjectivity too; voice analytics will enable us to offer clients evaluation and monitoring of 100 per cent of their calls. In today’s ever increasing regulatory environments this is a really significant benefit.”

CPT will also use voice analytics as a tool to improve sales and service performance across the contact centre for its clients. Voice analytics can easily check that agent sales and service prompts are being followed, relevant offers are being made and opportunities are not missed.

Mark King, Senior VP Europe and Africa at Aspect added: “CPT is one of the most forward thinking business process outsourcers in the UK, and is leading the pack in terms of recognising the benefits of such technology in both day-to-day management of the contact centre, governance and high level decision making. Adding this valuable service to its offering demonstrates is continued commitment to the people aspect of its contact centres’ performance.”