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Winners! Real Time Automation category of The Forum awards

Winners! Real Time Automation category of The Forum awards

News

QStory and Domestic & General win Supplier & Client Partnership category at the Forum Awards

Winners in the Real Time Automation category  

QStory is delighted to announce that it has, alongside customer Domestic & General (D&G), won the Partnership Award, Real Time Automation category, at the Forum awards.

The Forum awards are one of the most prestigious in the contact centre and customer experience sector and winning it for the great work QStory has completed with a key customer makes a great result.

D&G has been the UK’s leading specialist warranty provider for over 100 years. It covers a whole range of kitchen appliances, boilers and consumer electronics, linked with a nationwide network of engineers to provide extended warranties and repairs.

The D&G contact centre serves eight million customers, taking nine million calls per year and authorising 2.4 million repairs. It needed a solution to empower its frontline staff to manage their own time, but also ensure that this aligned to customer demand levels. QStory’s intraday automation solution has made a huge difference to D&G’s employees and customers.

After implementation, adherence improved from 83 percent to 95 percent. 400 hours per month of threat management used, improving customer service by drastically reducing wait times, 3,300 hours per month of opportunity management, allowing agents to receive their development training.

It provided immediate positive ROI, which has increase each quarter of operation and empowered D&G’s agents. In the first six month of use, D&G’s agents had made over 14,000 break moves and 4,000 shift slides. The automated holiday requests processed were over 36,000. By providing such levels of previously unknown flexibility, agents are happier and as a result providing even better levels of customer service.

Paddy Coleman, co-founder of QStory commented: “We are delighted to win this award and especially to do so with D&G. The difference our intraday automation solution has made for D&G has been great, helping every member of the contact centre team, from individual agents to entire real-time and management teams.

“This is not an isolated case though. Intraday automation is proving its worth with every customer we work with. It is in many cases the missing step that contact centres have been looking for to provide flexibility, actionable insight and innovation. It is an alternative to the often-rigid environments in which many contact centres continue to operate, but one that sits alongside and improves current solutions, rather than an expensive ‘rip and replace’ alternative.

“D&G is a great example of a company that had the vision of what a great contact centre could look like and wanted solutions that could make that happen, quickly and effectively. We are proud to work with them and delighted that the Forum has recognised the work from both sides that has created such change,” Coleman concluded.

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