By Julian Goldsmith, 6 November 2007 11:08
NEWS
The Driver and Vehicle Licensing Agency (DVLA) has extended its relationship with networking company Avaya with the purchase of £250,000 of priority call routing software.
The implementation is part of an ongoing drive by the DVLA to improve customer services at its HQ in Swansea. Other projects include making car tax payable online and over the phone using interactive voice response.
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The new Avaya Call Management software builds on the DVLA's existing call handling system which supports its 700 agents, dealing with 25 million calls per year. It allows the system to identify priority callers, such as callers using a premium rate service and internal transfers to the contact centre.
DVLA telecoms manager Simon Mogford said: "The system has also allowed us to track our availability through the peaks and troughs, so that we can optimise our workforce. Through using it, we've improved the centre's ability to pick up calls within 30 seconds by up to three per cent."
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1. Roger Huffadine
I'm an expert in Call Centres and call routing [yup even got patents].
This story is interesting because 3% improvement on 30 seconds waiting time is statistically meaningless - much more important is the call handling time and the quality of advice.
'Priority call routing' is inherent in every modern call distribution system - indeed it has been inherent in most systems for over 40 years.
What are Avaya/DVLA trying to spin here? - you get far more "bang for your buck" by training & retaining good agents.