Building society to upgrade call centre

Calls waiting times to be reduced

Queensland financial services institution Heritage Building Society will upgrade its contact centre operations in Toowoomba and Brisbane to facilitate better customer communications.

Heritage's general manager of retail services, Paul Francis, said the project was the largest of its kind undertaken by the organization and is designed to connect callers to the right department faster and represents the company's commitment to a "people first" philosophy.

The solution will be implemented by Touchbase with technology from Cisco and Genesys.

Francis said Touchbase will provide Heritage with "unique market leading technology" that will increase the capability of the contact centre.

"The system will be customized to meet the needs of our members and Heritage's business," he said. "Our members will benefit as the unique and innovative system will ensure they speak to the right person at the right time with the right information."

The initial work will be focused on the upgrade and relocation of Heritage's Toowoomba contact centre.

Touchbase Australia business leader Andrew Fisher said the six-month project will replace existing telecommunications infrastructure at Heritage sites in Toowoomba and Brisbane with the Toowoomba contact centre will be the centrepiece of the upgrade.

"The system we are designing is sophisticated on one level but incredibly easy to use on another," Fisher said. "We envisage a contact centre that can cope not only with Heritage's rapidly increasing call volumes but simultaneously improve customer service."

Fisher said customers will notice many differences, but in the first phase the project will concentrate on decreased call waiting time and fewer call transfers.

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