Fusion contact centre invests in major technology expansion

Fusion Contact Centre Services has announced a major investment in its technological capability. The business, which employs more than 2,300 people across the UK, is set to enhance its technology platform with a £1 million boost.

Fusion delivers customer service for some of the UK’s leading financial services brands including Budget and Bennetts Bike Insurance, as well as major banking brands like Bradford & Bingley Insurance. As part of the upgrade, Fusion will implement advanced voice self-service and speech recognition technology to allow customers to provide key personal details before talking to an advisor. This will help speed up calls and maximise the customer experience. With each advisor handling an average of 8,000 calls per year, voice self-service will save 45 hours of their time, which can be used for training, coaching or calls.

Fusion will also significantly enhance its Online Self-Service Centre, which gives customers instant access to their insurance policy documents and the option to make administrative changes. A further layer of investment will see the contact centre implement brand new e-learning capabilities which will ensure employees have access to important knowledge and course material at their desks.

David Thompson, Fusion Managing Director, said: “It’s about becoming a truly multi-channel business and ensuring a joined-up service is provided to our customers. It improves the experience for both our customers and our advisors. Fusion has made a significant investment in technology over the past two years and this further £1 million boost will allow us to address customers’ preferences across different channels.”