Jun 2013

Case study De Lotto InspirationPro Quality Management solution

posted by Bumicom lotto_rijswijk_contact_center_quality_monitoring

Case study De Lotto InspirationPro Quality Management solution
Bumicom Implements Quality Management Solution for Lottery Giant in The Netherlands

De Lotto Selects ASC After Recognition for Best Customer Service in The Netherlands

Hoesbach/Germany – ASC (www.asctelecom.com), a leading global provider of innovative solutions to record, analyze and evaluate multimediabased communications, today announced the successful implementation of VoIP recording and quality management solutions for De Lotto, the famous Dutch lottery organization. The organization chose ASC’s partner Bumicom after its contact center was recognized as providing the best customer service in The Netherlands.

ASC’s quality management system, INSPIRATIONpro, helped to increase the customer satisfaction rating for 32 agents and five supervisors from 6.4 to 8.6. For retailers, it climbed to 8.9.

Marco Mueller, COO of ASC, said, “De Lotto chose ASC because it wanted to maintain its number one customer service ranking, and I think we increased its lead! As we strive for excellence on a daily basis, it means a lot to us when other companies recognize that, especially organizations with the resources to choose any provider they wish.”

Nasser Al Mawla, Service Director of De Lotto, added, “Our goal was simple. To remain #1 in customer satisfaction among the top contact centers in The Netherlands. Bumicom and ASC understood the sacrifices necessary to be #1. Quality is above quantity, and with INSPIRATIONpro, we have the right instrument to gain the best performance of our agents.”

ASC’s quality management solution, INSPIRATIONpro, enabled an objective assessment of customer interactions including agent conversation techniques and language.

In addition to higher customer interaction scores, De Lotto also reported process improvement, increased agent skills, greater job satisfaction and stronger customer loyalty. ASC was assisted in the project by Bumicom, known for its implementation of recording solutions, quality management software, interaction analytics and customer feedback applications since 1979.

About De Lotto

Founded in 1961, De Lotto is the Dutch lottery system and operates under the brand names Lotto, Toto, Lucky Day, Krasloten and Eurojackpot. The money raised is reinvested in societal institutions in the areas of sports, culture, social welfare and public health, a total over the years of approximately 1.9 billion Euros.

About ASC

ASC is a leading global provider of innovative solutions to record, analyze and evaluate multimedia-based communications. ASC’s solutions reveal information, enabling companies and organizations to considerably improve their value creation: contact centers enhance customer service, efficiently deploy staff and increase productivity. Financial institutions fulfill documentation requirements, achieve a higher level of legal security and reduce costs. First responders and public safety organizations enhance reactivity in emergency situations.
ASC´s software solutions are used in contact centers to continuously measure and improve the quality of customer contacts. Data from all communication levels in contact centers are collected, brought together and evaluated to help train agents and optimize customer service. Based on the content of recorded calls and screen activities, INSPIRATIONpro reveals improvement potentials in contact center operations including processes, marketing, sales activities, time of reaction and
problem analysis.

ASC subsidiaries and sales offices in France, Germany, Singapore, Switzerland, UA Emirates, UK and USA as well as certified, powerful distribution partners realize ambitious customer projects all over the world. An export quota of more than 60 percent, together with its worldwide service network, makes ASC a powerful global player.