30

Oct 2012

Call Center Quality proces improvement Deutsche Telekom

posted by Bumicom Call_Center_Quality_proces_improvement_Deutsche_Telekom

Call Center Quality proces improvement Deutsche Telekom
Quality and process improvement for all in-house call centers

Electronic Business Performance Management at Deutsche Telekom with Quality Monitoring software

The Largest Call Center Project in Germany

Hoesbach/Germany – Deutsche Telekom’s customer service (DTKS) in Germany is based on a decentralized call center structure with 33 locations and more than 10,000 employees. It supports a dynamic market, posing major challenges for personnel and processes. With the introduction of an electronic Business Performance Management (eBPM) system, the company meets these challenges by recording and processing customer contacts.

This method improves the coaching process, strengthens customer relationships, optimizes business processes and improves the quality of customer service. In order to implement this system, DTKS selected ASC’s quality management solution, INSPIRATIONpro. The solution was also chosen based on data security, the general legal situation, costs, time frame for implementation, IT infrastructure and company partners.

“Quality is the most critical issue in Deutsche Telekom’s inbound call centers. ASC’s solution meets our specific requirements and helps to improve our customer service, thus increasing customer satisfaction considerably”, comments Stefan Sporken, Quality Management Design, Telekom Deutschland GmbH.