Converso starts in house “TV station”

Converso Contact Centres are implementing Symon’s TargetVision and Digital Appliance (SDA-500) to launch “Converso TV” into its 300+ agent call centre.

Converso has placed an order valued in the region of Â25,000 with real-time communications provider, Symon Communications, to provide all of its call centre agents with access to the latest information, adverts and promotions from its customer on-line in the call centre. Alongside this Symon is able to provide the latest real-time information and analysis of the performance of all of its call centre staff, including up-to-the second call waiting and call length statistics.

Jason Muller, Director of Converso, comments, “Prior to the implementation of Symon TargetVision and SDA-500, we used four plasma screens to show basic call statistics including, calls waiting and average call time. Now, using the Symon technology we have our own “Converso TV” and we can split the plasma screens into any number of windows, each showing different content. During our core hours this enables us to show call statistics, live television feed and call traffic peaks & troughs simultaneously.

Muller continues, “This is a key advantage for us, as at any one time there will be around 180 agents in the call centre, working on several different clients fielding either inbound or outbound calls. Symon TargetVision and SDA-500 enable us to show the relevant call information to the agents working on those accounts.

Symon TargetVision is an enterprise-wide solution for timely, flexible sharing of information of all kinds, including employee communications, real-time business data, training, live external news/video feeds, and more. Converso has introduced its own Converso TV using flash animation banners that run across the top and bottom of the screens to display employee information and company updates.

The SDA-500 delivers a wide variety of broadcast content to visual displays such as televisions and plasmas, while combining Symon’s expertise in real-time data collection and visual display technology. The technology within the SDA-500 allows us to draw information from our SQL database and have it displayed on the plasma screens in the call centre, says Muller.

Through Symon’s TargetVision, Converso TV is able to show call centre agents relevant client adverts as they air on TV. Muller, comments, “We have the advertising schedules of our clients so as an advert is due to be shown we can bring this feed into the main part of the screen, therefore our agents know exactly what the callers are responding to and it enables us to offer the highest levels of customer service. It has also proven to be a powerful sales tool for us as all of our prospective clients love the concept. It’s just the simplest, clearest form of communication.

Converso Contact Centres was established in 1997 and has grown & developed its services in line with radical advancements in technology. They now offer a broad range of inbound and outbound call centre services, offer clients measurable customer contact 24 hours daily and ensure all enquiries are serviced by trained intelligent teleservice specialists, customers range from Government Departments to insurance groups to TV shopping channels.

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