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Ansett Zealand Reduces Costs Upgrades Service with Nortel Networks
Symposium Call Centre Solution
When Zealand opened airline industry competition mid-80s, Ansett first airlines challenge incumbent Zealand share domestic passenger traffic. decade with help Nortel Networks call centre solution Ansett Zealand still setting nationwide benchmarks customer service.
Like most national airlines operating competitive environment, Ansett Zealand implemented centralised call centres handle reservations inquiries. call centre Auckland, another Christchurch handle average 35,000 calls week 18-aircraft network that flies million passengers every year across sectors daily, Zealand destinations. Financial outlay component maintaining competitive advantage 1997, expenses, Ansett Kevin Doddrell requested more flexibility staffing reduction costs involved reservations process.
call centre technology
Kerry Varcoe, Ansett Zealand's communications analyst, believed call centre technology with skills-based routing could help Ansett achieve these objectives while attending 1997's International Nortel Meridian User Group conference Nashville, found precisely technology envisaged. Back home, immediately asked Nortel Networks Zealand implement trial Symposium* Call Centre solution Christchurch customer service centre. With skill-based call routing, Ansett dynami-
cally match customers agent with expertise best serve them. Symposium Call Centre solution helped Ansett realise both aims. same time, supported airline setting standards customer service Zealand industry. Today, average wait-time callers Ansett call centre Christchurch just eight seconds!
program. Rather than having employ additional staff handle increased number calls, were able tailor system make incoming Frequent Flyer inquiries high priority. When dedicated Frequent Flyer agents became overloaded, were able transfer calls seamlessly other agents handling regular reservations calls."
More flexibility staffing
"Traditional call centres divide agents into groups based their skill set, Varcoe explains."While retain agent's core skill general reservations more specific area Symposium allows load-share peaks troughs across agents spreading calls, based predetermined criteria, throughout call centre." tangible benefit Symposium's skill-based routing feature demonstrated when became partner Qantas Frequent Flyer
Symposium Call Centre Server also provides real-time management information reporting capabilities, that airline's managers supervisors monitor performance areas call centres reconfigure parameters when business changes. Standard reports show call centre activity, traffic fluctuations, agent performance, agent work characteristics, resource usage network performance. This equips Ansett with data fine-tune response times customer service quality.
Adding powerful dimension customer service staff productivity, Ansett utilizes Meridian Mail* on-hold messages. world's most advanced voice processing system, Meridian Mail more than just back-up busy operators. Ansett customised messages each skillset call type further differentiated morning, afternoon, evening various holidays etc. With onhold message greetings, flexibility with personalisation feature Ansett Zealand's call centre.
Cost reductions reservations process
cost reductions requested Kevin Doddrell have also been realised through staffing flexibility and, with average wait-time down eight seconds, through significant savings calls airline's toll-free 0800 number.
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*NORTEL, NORTEL NETWORKS, NORTEL NETWORKS corporate logo, globemark design, WORLD SHARES IDEAS, Symposium Meridian trademarks Northern Telecom Limited. other brand product names trademarks registered trademarks their respective holders. Information this document subject change without notice. Nortel Networks assumes responsibility errors that appear this document. Printed Singapore. Copyright 1999 Nortel Networks. rights reserved.
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