Quality Management and Voice Recording Case Study
Tesco, the UK’s largest supermarket organisation, has chosen Business Systems UK Ltd to facilitate the delivery of a consistent approach to customer service and employee development. Tesco carried out performance management manually, before they moved to the automated NiceUniverse quality management software and NiceLog digital voice recording and screen capture platform, provided by Business Systems.
Tesco operates 2,291 stores around the world and employs 296,000 people. To support its growing customer base, Tesco employs 700 representatives, known as Customer Service Managers (CSMs), predominantly based at a contact centre in Dundee.
Steve Powell, Operations Manager at Tesco explains why Business Systems was chosen: “Business Systems differed from the other suppliers as their solution offered screen capture. The company offered a well-established presence in the UK market place with existing blue-chip customer references.”
Following the system installation, Tesco engaged the services of Business Systems’ contact centre consultancy division to ensure maximum return on investment. A Business Systems consultant initially carried out a ‘Development Needs Analysis’ (DNA) of Tesco’s performance management. The DNA led to Tesco engaging the Business Systems consultant to design bespoke excel evaluation reports for the CSMs, team leaders and senior management. These tailored and automated excel reports have enabled Tesco to cut down the time taken by team leaders to evaluate performance, by half.
Stephen Powell explains further: “As team leaders can now evaluate CSMs themselves; they can retrieve, listen to and score calls at their desk at convenient times, leading to huge productivity savings.”
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