HK selects i-Seven to develop their call centre system
New solution assists HK/Danmark to raise their level of service and increase efficiency of business processes |
i-Seven, Copenhagen, 29.01.2008 |
i-Seven has developed a tailor-made IT-solution to support HK's daily work processes in their member contact center in Denmark. This was implemented on February 1, 2008.
The solution - known as MKC Log - is a tool that i-Seven developed specifically for HK/Danmark and is based upon the organisation's existing Domino server and Notes client.
The solution will be used to optimise HK's call center that services members and non-members, and thereby reduce the numbers of call transfers and increase the level of service.
The MKC log includes, amongst other things, automatic activation of a screen dialog when staff respond to a call. This dialog displays member data and previous contact information, thereby supporting quick and effective assistance.
The solution has been implemented as a pilot project in two regions, Zealand and North Jutland, following which implementation in all seven contact centers is expected to be complete by June 1, 2008.
This new solution from i-Seven will allow HK to reduce response times to their members, improve call transfers and receive a comprehensive set of statistics after every call.