Ingenico case study
Practical best practice and knowledge
Ingenico, the leading supplier of credit card readers, with a head office in France, wished to benchmark its contact centre operations and look for operational improvements.
Working jointly with our French LimeBridge partner, Activeo, a detailed contact centre assessment was undertaken identifying operational efficiencies, training opportunities and changes to customer service levels.
Additionally, the requirement for a new knowledge management system was identified. Budd managed the procurement and implementation of the system. The result was an increase in first call resolution, shorter training times and increased productivity for front line staff. The critical success factor was in ensuring good content was available right from the start.
