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Thomson
awarded Best Virtual Contact Centre Award
Thomson's virtual network described by judges as 'far ahead of any other contact centre they had seen'
Thomson, a part of TUI Travel PLC, which aims to be the leading tourism and services group in the world, was awarded Best Virtual Contact Centre at the CCF European Call Centre Awards for its successful Virtual Call Centre (VCC) deployment. Thomson integrates multiple customer contact systems across four contact centres, 380 retail stores and a dedicated group of home workers. Linking the retail stores into the Virtual Call Centre network, which is based on Genesys Inbound Voice Solution, allows staff to make incremental sales over the phone when there are no customers in their shop.
The judges based their decision on a number of criteria, including the delivery of an efficient multi-site operation combined with enhanced customer service across the company's various brands which include Thomson & Portland, as well as separate specialist brands covering Cruise, Ski, Late Deals and Flights, and Sky Travel Channels. The Genesys Inbound Voice solution seamlessly integrates with Cable & Wireless' hosting capabilities to create a Dynamic Contact Centre.
The technology has streamlined Thomson's complex business processes and reduced the duplication of tasks to deliver consistent high quality customer service, information and advice.
"To receive this award is a fantastic achievement for everyone who has contributed to the success of our VCC," commented Lorraine Dempsey, Head of Call Centre & VCC, Thomson. "The judges said that with our expansion out into the retail sites, we have built a system that is far ahead of any other call centre they had seen. The IT team, led by Pete Baird, Systems Account Manager at TUI, has designed and implemented a technical infrastructure that integrates existing call centre and home working teams with staff in over 350 of our shops. It has built on several years of experience with Genesys and Cable & Wireless.
"The introduction of the VCC has delivered improved efficiency and conversion rates ahead of previous years, and has enabled my Contact Centre team to increase sales conversions whilst dramatically lowering operational costs," continued Lorraine Dempsey. "It creates a very cost-effective sales channel whilst offering enhanced opportunities for all our customer service and retail staff, as well as consistent high quality customer service to thousands of potential tourists."
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22nd January 2008 |
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