Green Flag upgrades call centre: to focus on loyalty
B2B insurance and motoring assistance provider, Green Flag, is upgrading its call centre which handles a million calls per year.
UK business-to-business insurance and motoring assistance provider, Green Flag, has upgraded its call centre with Genesys Contact Center. The incident management centre handles some one million vehicle rescue and roadside assistance calls per year.
Personalised service The new system will allow Green Flag to collect all relevant customer information during each call. This is stored, and when the customer calls again, the call can be intelligently routed (using a single Univeral Queue-based customer profile and the customer’s immediate need) to a call centre agent, who is presented with the customer’s complete call history and relevant information. The system will help Green Flag “improve agent responses, reduce call-handling times and personalise customer service for all inquiries.”
According to Stephen Roe, Green Flag Group’s Systems Development Manager, “We already answer 80 percent of the rescue calls we receive within ten seconds, and now we are seeking to build on this efficiency by focusing on customer loyalty. In the next 12 months, we are also seeking to integrate intelligent call routing to further reduce call-waiting times and improve customer satisfaction.”
Green Flag is part of the Royal Bank of Scotland Group of companies. Genesys Telecommunications Laboratories Inc. is a wholly owned subsidiary of Alcatel.