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Speech self service system for waste management company

SpeechStorm : 11 November, 2008  (Application Story)
UK recycling company SITA is to use SpeechStorm speech self-service portal for improved customer service at its depots
SpeechStorm has announced the success of its project with SITA, the UK's waste management and recycling company, that has delivered a speech self-service portal to SITA's corporate account customers giving them immediate and direct access to its nationwide network of depots.

Like all service centric organisations, SITA was keen to offer the best possible levels of service to its customers and in particular to its large corporate accounts. These nationally based accounts frequently needed to contact their local SITA depot to discuss services and operational issues. Corporate accounts were supplied with a Freephone number operated by a small contact centre, manned by customer service advisors whose job it was to handle the customer's query via the most appropriate depot. Although the system seemed to work well enough, the customers frequently became frustrated by the 'filter', which caused delays, making them impatient to speak directly with the operational team.

SITA selected SpeechStorm as its speech self service partner and chose the turnkey 'Locate & Connect' application that would incorporate over 1,800 locations within the UK and Ireland providing the ability for corporate account customers to state their location and be connected to their closest SITA depot. Together with SpeechStorm's speech consultants, the SITA team has tuned the system to take account of a range of regional accents so that by simply stating their location, the SpeechStorm application automatically connects them to their closest depot and straight to the operational team responsible for delivering the service.

Maureen Oakes, Manager, of SITA Solutions' sub-contract management team explains how the service has not only improved service levels for SITA's corporate account customers but also how it has increased awareness of service needs at an operational level. "This new service has delivered dual benefits; our customers have responded very well and feel empowered that they can talk directly to the operational team at their local depot; and the depots are now much more attuned to the needs of the customers as they are dealing with them first hand rather than via a customer service advisor, as previously. They are now directly in touch with the effect of decisions and their repercussions on customers. This increased 'ownership' has been very positive both for SITA and our customers."

SITA's solution has been delivered using the SpeechStorm hosting platform to provide all the necessary technology components and also distribute and monitor all calls. Administration of the application is via the Control Centre, SpeechStorm's unique web-based configuration tool that enables ongoing self-management and extensive reporting.

Maureen adds, "Our experience with SpeechStorm's technology and the team that worked with us to refine the solution, has been outstanding. The team has worked very hard to make the service a success and as a result we now have a high success rate of callers self-serving and connecting to their nearest depot."
Maureen continues, "We have also reduced the number of calls needed to resolve each customer query and we have increased our insight into how customers are thinking and how our services need to evolve to meet their needs. Everyone wins."

SITA has now also extended the SpeechStorm technology to its customer service department offering speech self service to appropriately and quickly direct invoice queries to the right customer care team.

"We are delighted with this successful deployment of the SpeechStorm 'Locate & Connect' product at SITA UK and the welcome increase in customer service levels and insight that they are achieving as a result of the self-service and call routing accuracy," said Oliver Lennon, CEO of SpeechStorm. "This solution also provides SITA with complete self-management capabilities to create and edit call-handing and routing rules, ensuring continuous coverage and reducing their total cost of ownership. I am extremely pleased with the success SITA has achieved and in particular the part played by SpeechStorm products and our experienced team of consultants."
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