We record & analyze communications CASE STUDY - De Lotto, The Netherlands How to Stay at the Top: ASC’s Quality Management About De Lotto Founded in 1961, De Lotto is the Dutch lottery system and operates under the brand names Lotto, Toto, Lucky Day, Krasloten and Eurojackpot. The money raised is reinvested in societal institutions in the areas of sports, culture, social welfare and public health, a total over the years of approximately 1.9 billion Euros. The Lotto operates an award-winning contact center and has achieved the highest ranking among the top 30 contact centers in the Netherlands. It came to ASC in an effort to maintain this ranking through a professional monitoring system to improve agent performance. About ASC ASC is a leading global provider of innovative solutions to record, analyze and evaluate multimedia-based communications. ASC’s solutions reveal information, enabling companies and organizations to considerably improve their value creation. Contact centers enhance customer service, efficiently deploy staff and increase productivity. About Bumicom Founded in 1979 Bumicom’s business consists of implementing recording solutions, quality monitoring software, interaction analytics and customer feedback applications. The company has been involved in several major nationwide projects (112 Nederland, Legal Interception), contact centers and traffic control centers. Their commitment to long term relationships with customers, suppliers and employees has made them ‘Realize what others only promise’. After installing communications quality ASC’s recording management and solutions, De Lotto stayed at #1 in customer satisfaction and may have even widened its lead. Its customer contact satisfaction improved from 6.4 to 8.6. For retailers, it climbed to 8.9. De Lotto Contact Center Rated #1 in Customer Satisfaction. Now What? results led to even higher ratings for customer contact satisfaction than previously achieved. Founded in 1961, De Lotto, one of the organizations running the Dutch national lottery system, understood what it meant to deliver a high quality product, and the ability to support that product for decades. As the organization expanded, and De Lotto handled millions of Euros, its customers evolved to expect superior service - and De Lotto delivered. The desire to satisfy its customers became a watchword in decision-making and enterprise-wide policy initiatives. Its customer-centric corporate culture eventually led to the achievement of the #1 ranking in customer contact satisfaction among the top 30 contact centers in the Netherlands. Nasser Al Mawla, Service Director of De Lotto, said, “ASC understood our priorities from the beginning. Our goal was simple. To remain #1 in customer satisfaction among the top contact centers in The Netherlands. ASC understood the sacrifices necessary to be #1, and their 50 years of experience in the industry provided us with the comfort we needed that they would meet our challenges. Ensuring customer loyalty is critical for the lottery industry because we depend on participation by a significant segment of the general population." To maintain this position, De Lotto chose ASC and its partner Bumicom to install a quality management solution to enable easy evaluation, and coaching and training of agents through the recording of calls and screen activities. ASC and Bumicom shared a unique selling proposition, a willingness to collaborate both together and with their clients to ensure the best possible solution to meet De Lotto’s goal of excellence in customer interactions. ASC’s approach, to act as a partner instead of a vendor, to focus solely on customer contact satisfaction, was paramount in winning the contract. ASC’s quality management solution, INSPIRATIONpro, helped the Lotto’s contact center management to coach and train its agents in a structured and efficient way. The “To be the best in customer contact satisfaction, you need every day focus, the right technology and the right people. Quality is above quantity, and with INSPIRATIONpro, we have the right instrument to gain the best performance of our agents.” We record & analyze communications CASE STUDY - De Lotto, The Netherlands The Challenge: To Stay at the Top, You Must Hire the Best 1) Maintain customer loyalty and participation in the lottery 2) Maximize efficiency of customer service processes De Lotto remained at #1 in customer contact rankings, and contact center management reported additional benefits such as employees who “want to learn every day and serve our customers in a pleasant, natural and, to the customer, a most satisfying way.” “To be the best in customer contact satisfaction, you need every day focus, the right technology and the right people. Quality is above quantity, and 3) Continue to achieve #1 ranking for customer satisfaction with INSPIRATIONpro, we have the right instrument to gain the De Lotto needed to maintain superior service in a demanding environment, primarily the decision by its customers of how to spend extra cash after meeting basic human needs. Participation in the Lotto represents a luxury in this sense, and there are many competing areas for these expenditures. best performance of our agents.” Nasser Al Mawla Service Director De Lotto The Implementation: Communications Recording and Quality Management for Avaya PBX ASC’s EVOip provided an integrated VoIP recording solution for Avaya environments. The software-based systems work without any proprietary hardware to capture both voice and additional call index data. ASC’s quality monitoring solution, INSPIRATIONpro, enabled an objective assessment of customer interactions including agent conversation techniques and language. The Benefit: Even Better Ratings! After installing ASC’s communications recording and quality management solutions, De Lotto stayed at #1 in customer satisfaction and may have even widened its lead. Its customer contact satisfaction improved from 6.4 to 8.6. For retailers, it climbed to 8.9. Nasser Al Mawla Service Director, De Lotto The quality management solution facilitated call evaluation, coaching and training of De Lotto’s agents. In addition to higher interaction scores, the management also reported process improvement, increased agent skills, greater job satisfaction and stronger customer loyalty. Business Benefits: Efficient training and coaching of agents Improved customer service and satisfaction Enterprise-wide process evaluation Increased employee satisfaction and job retention = Maintenance of corporate culture of excellence = Collaboration among agents and management = = = = Technical Benefits: = Integration with Avaya Communication Manager = Integration with Avaya EAS EVOip voice logging with corresponding screen recording = INSPIRATIONpro quality management in Avaya environment World Headquarters Middle East ASC telecom AG Seibelstrasse 2 - 4 63768 Hoesbach Germany Phone +49 6021 5001-0 Fax +49 6021 5001-310 E-Mail [email protected] ASC telecom AG Dubai Silicon Oasis Emirates Ring Road Wing F Office 107/2 Dubai, U.A.E. 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Ltd. 54 Serangoon North Avenue 4 #03-03T Cyberhub North Singapore 555854 Phone +65 6876 5890 Fax +65 6876 5990 E-Mail [email protected] All product and brand names are trademarks or registered trademarks of their respective holders. 05/13 ASC installed EVOip voice logging and screen recording for Avaya’s PABX type MultiVantage Communication Manager (DMCC) and INSPIRATIONpro quality management. The solutions were provided for 32 agents and five supervisors in a technical environment consisting of the Avaya DMCC and EAS.