The new contact centre operations, accommodating 750 agents, will ensure that customers benefit from a fast and efficient customer service, including self- service options. Cable & Wireless has designed and rolled out the virtual contact centre (VCC) solution at Marks & Spencer Moneys existing contact centre in Chester and new centres in Preston and Mumbai, India. The virtual contact centre is so named as sites operate seamlessly as a single, flexible customer service operation, ensuring that customer calls are routed with minimal waiting times to specifically skilled agent groups. It can do this because it is a network-based rather than site-specific solution. Marks & Spencers &more combined credit and loyalty card allows customers to earn reward points for spending on the card both inside and outside of Marks & Spencer stores with points redeemed as vouchers that can be used in any of the companys UK stores. Marks & Spencers new virtual contact centre has the following capabilities all aimed at delivering fast and efficient customer service, whilst reducing overall operational costs: -Network computer telephony integration (NCTI) this identifies customers by their account and PIN details and provides agents with customer account information before the call is answered. This enables agents to respond quickly and accurately to customer queries; -Skills-based routing - NCTI also routes customer calls, whilst still in the network, to the most appropriately skilled agent groups. This ensures that customers reach the specific agents who are trained to handle their type of query and that agents can better cross-sell financial services products; -Network interactive voice response (NIVR) this allows customers to carry out straightforward transactions such as checking their balance, by self service, without needing to speak to an agent. Marks & Spencer Money aims to enable one third of callers to use the self - service options, thereby substantially reducing the cost of supporting basic customer transaction?s and saving agent time for more complex queries; -Scalable and resilient platform as Cable & Wireless VCC is based on the companys UK-wide NCTI platform, the virtual contact centre can easily be scaled up to support new services or promotions at short notice. The new virtual contact centre is the latest step in Marks & Spencer plcs strategy to create a virtual and scalable business communications infrastructure. Cable & Wireless has already connected Marks & Spencer stores and data centres with an Internet Protocol Virtual Private Network with Quality of Service (IP-VPN QoS) and is providing secure hosting for the retailers e-business applications and website in tandem with Marks & Spencers own data centre.
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