Tesco, the UK’s largest supermarket, chose to work with Business Systems UK Ltd, to implement digital voice recording, and quality monitoring software. The Nicelog and NiceUniverse solutions were implemented to improve call recording and quality management throughout the contact centre.
Business Systems contact centre consultancy division worked closely with the team leaders to understand their requirements. Using simplified evaluation forms information gathered from these forms provides essential feedback for training and development.
NiceUniverse reports help Tesco to continually monitor new recruits and measure teams against the whole business, assessing key performance indicators. Weekly evaluation reports from the new system are accumulative; building an accurate picture for senior management to effectively monitor trends, manage campaigns and operational efficiency.
Tesco’s has already benefited from time and productivity savings. The time taken by team leaders to evaluate performance has been cut by half.
For more information on call recording and quality monitoring please contact us on 0800 458 2988 or email [email protected].