Kwik-Fit Financial Services (KFFS), one of the UK’s leading insurance intermediaries, is installing a NICE IEX Workforce Management system at its contact centre in Uddingston, Lanarkshire. Supplied and supported by Sinclair Voicenet, in partnership with NICE, the new system will integrate with KFFS’ existing Avaya telecoms infrastructure and initially help manage contact centre staff handling inbound calls. It will improve workforce planning and scheduling to increase efficiency and enable the delivery of a higher level of service to customers.
Sinclair Voicenet was awarded the contract to provide the NICE IEX Workforce Management system after winning a joint tender that was conducted with sister company RIAS, the specialist provider of insurance for the over 50s.
June Lynch, Managing Director at Kwik-Fit Financial Services, commented: “We are constantly looking to utilise technological solutions that can help both our people and our customers Having worked closely with us for over 14 years providing various voice recording and quality management solutions, the most recent being the NICE Interaction Management system, Sinclair Voicenet really understood what we were trying to achieve.”
Kwik-Fit Financial Services comprises three personal lines insurance brands; Kwik-Fit Insurance, The Green Insurance Company and Express Insurance. Millions of online and offline customer interactions are handled annually.
“The new system will allow us to accurately forecast customer demand within our call centre,” continued June Lynch. “Importantly, this will ensure that we deploy our people in the most efficient way to best manage our customers’ enquiries.”
Sinclair Voicenet added: “As the UK’s longest established specialist provider of customer interaction solutions and services, we were able to demonstrate a track record of successful deployments and the delivery of high levels of customer support, both of which were other key factors in the decision-making process.”