Fentons Limited recently completed the design, installation and commissioning of a new CONTACT CENTRE specially designed for Janashakthi Insurance PLC. The contact centre serves Janashakthi's "Full Option" customers the highest service levels on a 24/7 basis. This Contact Centre has a current capacity of 30 agents with features such as voice guidance for customers calling in to the Full Option Centre, voice logging or recording for training and compliance purposes and voice mail etc.
 The Contact Centre provides Supervisors the ability to monitor Agent activity in real-time. This enhances customer services whilst also promotes an ideal training environment. Agents also use the latest USB type terminals which are integrated to their computer workstations. The Contact Centre is also a part of Janashakthi's Wide Area Network (WAN) which connects six locations across the city of Colombo. With this network, customer calls can also be transferred Janashakthi's specialist Officers when high level resolution is required.
"The introduction of the IVR to the Call Centre at Janashakthi Insurance PLC has had an immediate impact on the service levels rendered. On dialing the hotline, Callers are instantaneously connected to the Centre, where Agents. communicate with the Caller based on their preferred mode of communication, which is an improvement from the previous system.
The general perception of unequal distribution of work within the Call Centre, which causes fatigue and frustration, has been eradicated through the Automatic Caller Distribution. This in turn has significantly increased the productivity of the Agents and the inbuilt stringent monitoring system enables Team Leaders to continuously supervise Agents, guide and advise them when the need arises.
Recording of conversations has primarily benefited the Company by way of using conversations with Customers to comprehensively evaluate the existing service levels and use the same for training and coaching purposes, thereby enabling fine tuning and correction process to take place. This is helping the Company to reduce costs on additional investment for monitoring service levels. It also ensures a constant and high level of service to Janashakthi customers." - S Thananchayan - AGM, Full Option Call Centre and head of Motor Customer Servicing, Janashakthi Insurance Company PLC.
Fentons was established in 1921 as a private electrical services company and today the company has evolved to become one of the largest integrators and building services contractors in the country. Under the national registration and grading scheme of contractors in the construction industry by the Institute for Construction Training and Development (ICTAD), the company is categorized under EM 01 (unlimited contractual value) for the specialized fields of Electrical Engineering, Telecommunications, Security Systems and Fire Engineering. The company's products and services specialized and focused on building services and IT infrastructure services.
The main areas of expertise are electrical engineering, telecommunications systems, electronic security and surveillance, fire prevention, suppression, 24 hour radio alarm monitoring services, structured cabling, UPS systems and small hydroelectric projects etc. The company website offers more information about solutions and services at www.fentons.com.
The company's in-house expertise spans several decades of practical engineering experiences. Fentons also represents some of the world's leading manufacturers which enable the company to confidently execute contracts with professional ease.
The company's engineering experiences also allows it to maintain and guarantee the same standards offered by leading international brands that are its principals.
The company's Voice Network Solutions (VNS) division represents NEC Corporation of Japan, one of world's largest PABX and Unified Solutions brands. VNS operates through its marketing and engineering sections, which supply, install and maintain converged voice and data systems, IP PABX systems, unified communications systems, DECT and Wi-Fi systems, voice recording and IVR systems, digital hybrid key telephone systems and undertakes telecommunication cabling for infrastructure projects.
The driving policy of Fentons is accountability and to this day it remains the philosophy which continues to drive the business. The company specializes in customizing their services according to each customer's individual needs and requirements.
The Fentons ever expanding customer base serves as testimony of its drive to exceed all customer expectations. The company offers advice to clients from both the operations and equipment point of view in order to meet their immediate future needs.
|
E-mail