Business Systems UK Ltd is working with Prolog in developing a fresh approach to quality management with an advanced recording and performance analysis solution, NiceUniverse, one of the leading solutions offered from Business Systems. The new quality monitoring solution from Business Systems will improve productivity, achieve better call control, resolve disputes and increase staff motivation.
Prolog provides a comprehensive range of marketing and customer support services, ranging from warehouse storage, to designing marketing creative and account management. Originating as a mailing and fulfilment house, Prolog have grown and developed into a major player within the outsource contact centre industry, with capacity to house 1000 agent seats.
Moving from a time-consuming paper-based approach to managing and measuring performance, Prolog will implement a new structure using the integrated recording and measurement capabilities of NiceUniverse.
David Oxbrough, Senior Call Centre Manager at Prolog comments: “The system will have a huge impact on team leaders time, saving them two hours per day, normally spent on manual processes.”
NiceUniverse provides Prolog with CTI integration to their ACD and telephone switch for faster retrieval of calls.
David Oxbrough expands: “We chose to partner with Business Systems because they took the time to understand our business requirements, provided a solution that is good value for money and have been extremely professional at all times.”
