Genesys Boosts Betfair Customer Care
Published: Sunday, July 16, 2006 Online-Casinos.com
GENESYS BOOSTS BETFAIR CUSTOMER CARE
Productivity up fifty percent with Express Outbound product
Productivity at Betfair's customer care centre has been boosted by fifty percent, according to a press release this week from Genesys Telecommunications Laboratories.
The press release claims that the companys Express Outbound software has enabled Betfair to increase the productivity of its outbound customer care centre by using preview dialing to reduce the time agents spend dialing customers - significantly increasing the number of calls that CS reps can make per day.
Betfair's outbound operations were established in 2005 to enhance customer satisfaction and retention, as well as ensure new users know how to use the website effectively.
The new solution, deployed by Genesys partner British Telecom seems to have found favour with Betfair management; Paul Holmes, Contact Centre Analyst for Betfair says: "The Genesys solution has provided us with the high levels of functionality and manageability that we need in our outbound operation. We've achieved such rapid results because testing during the implementation process with BT was so thorough that by the time we were fully operational there were no unforeseen problems." Holmes continued that the system has been operational for the past year and that Betfair has been "....able to realise some significant benefits."
The Genesys system allows contact centres to provide additional levels of customer service by creating, modifying, running and reporting on outbound service campaigns using comprehensive software dialer technology. Outbound voice gathers customer data from host systems or corporate databases, and then places outbound calls and connects callers to agents. It also intelligently leverages existing customer data to ensure that campaigns are contacting the right customers.
Betfair is a tough proving ground for the technology - the company processes 5 million international transactions a day and more than 300 bets per second.
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