“Technology is a critical component of our business strategy,” said Ian Broom, head of DVLA’s Contact Centre. “Over the years we have been continually exploring and looking at innovative ways on how we can exploit new technologies to enhance and deliver the best customer experience. Avaya’s Contact Centre system is proving to be a dynamic and productive addition to DVLA, who now answer in the region of 25 million calls per annum.”
The Agency, headquartered in Swansea, has approximately 700 agents dedicated to answer customer queries. The fully integrated contact centre offers a wide range of services including inbound calls, help desk facilities, bill collecting and market research.
“It is all about meeting the customer expectations, making them feel valued, giving them easy and quick access to our services in their channel of choice,” continued Ian Broom. “DVLA has made it possible for our customers to access our services in their preferred method. For example, we introduced DVLA’s Electronic Vehicle Licensing (EVL) service specifically to make it easier for motorists to tax their vehicle. Through Avaya’s Interactive Voice Response (IVR) we have mirrored our Web services to speed up the handling of calls, allowing callers to pay their vehicle tax without the need to speak to an agent but still making the user experience as friendly as possible.”
To further enhance the customer experience, last year, DVLA automated the forms ordering process using speech technologies.
The Agency has also implemented 400 seats of the Impact 360 Full-time Recording software from Verint Witness Actionable Solutions, an Avaya developer partner, part of the company’s dedicated DeveloperConnect Programme. Impact 360 provides DVLA with full-time recording capabilities, allowing supervisors to assess agent performance, recognise best practice achievements and acknowledge employees efforts in delivering high quality services. In addition, the solution assists the Contact Centre in identifying any specific training needs, contributing to the continual improvement of overall quality of customer service.
David Parcell, managing director of Verint Systems EMEA, added: “Impact 360 is designed to capture, index and retrieve 100 percent of customer and caller interactions in traditional TDM, IP and mixed telephony environments. Contact centre recordings are a critical component of compliance programs and can provide the information required to quickly resolve disputes, verify transactions, and confirm sequences of events. Impact 360 provides DVLA with a robust, enterprise-class contact centre recording solution that captures all interactions and makes them available to DVLA when required.”
DVLA’s Contact Centreis based on Avaya’s Communication Manager Telephony software running enriched applications, such as Automatic Call Distribution (ACD) functionality, to direct calls to the right agent. The solution also includes Avaya Call Management System (CMS) to help managers maximise call centre performance, providing useful statistics including queue wait times and average call handling.
“For an organisation like DVLA it is essential to manage customer interaction effectively while delivering excellent services to road-users,” said Nick Roullier, country manager, Avaya, UK. “We are confident that our solution will assist DVLA in maintaining high levels of customer satisfaction and will continue working closely with them to further embrace the idea that technology, used properly, can sustain and drive forward high levels of customer service,” concluded Roullier.