The company has deployed the recording system in its Chatham contact centre to capture 100 per cent of customer queries and payments on insurance policies. The organisation is using the technology to train agents and improve accuracy, increase the timeliness of information, ensure regulatory compliance, and enhance customer service by eliminating the need in many instances for customers to confirm details in writing - dramatically accelerating the claims process.
With products ranging from ordinary long term insurance to savings and investment solutions, Scottish Widows receives in excess of 80,000 customer calls every month. With the implementation of Witness Systems' compliance recording solution, the company can ensure consistent quality by capturing 100 per cent of customer interactions - including the navigation of automatic systems and human interactions with agents. It also assigns contact attributes or tags' to recordings for easy identification and reference, and holds all data related to a customer interaction in a unified database, which can be accessed and shared through the enterprise. The central storage of these calls is easily accessible for team leaders and training advisors to later use for improving agent interactions in Scottish Widows' Central Quality Unit.