Telewest Communications Wins Contact Center Association Excellence Award for Service Based on Genesys Solution

WOKINGHAM - Telewest Communications has won the Contact Center Association Excellence Award for best contact center in the United Kingdom for the telecoms, technology and utilities sectors. The presentation was in recognition of Telewest's deployment of Genesys Enterprise Routing Solution, creating a systematic customer interaction and management environment that demonstrated excellence in the delivery of customer service. This new routing technology was a key part of Telewest's development of a virtual, multi-site contact center for its Telewest Broadband service.

The implementation of the Genesys routing and reporting solutions has enabled the Telewest Broadband service to run across 12 UK contact centers using 2,300 agents, while increasing the number of calls answered within 30 seconds by 90 percent and reducing call abandonment by 75 percent. It is the combination of people, process and technology that has helped Telewest achieve this award, with well trained agents operating in a system that has them in the right place at the right time, backed up by the technology to ensure that the customer calls reach agents quickly and easily. As a result, Telewest Broadband increased its overall customer satisfaction levels by more than 50 percent.

"We needed to increase customer satisfaction levels, and by giving our agents training, putting in place more strategic call handling procedures and implementing efficient routing technology, we have enhanced the performance of our contact centers, and subsequently driven customer service standards above what we were initially targeting," commented Steve Stewart, customer service director, Telewest. "The virtualization project was a major investment by Telewest in its contact center operations, and we are very proud that these achievements have been recognised by the CCA."