Halifax Makes the Switch

Customer Service News

Providing a boost to its internal communications, retail bank Halifax has implemented a switchboard system and a call reporting solution.

"With the new system from Datapulse, our operators now answer a minimum of 90 per cent of these calls within nine seconds and the average call duration is 32 seconds, which is fantastic" says Janice Booth, manager of switchboard and support Services at Halifax. "And with the detailed call log reports the Datapulse system provides, we can set service levels and resolve local performance issues quickly and effectively."

Datapulse has replaced Halifax' conventional flatbed consoles with its screenbased operator module, which allows operators to connect callers to individuals and departments through a window interface. The same interface also allows them to consult a web-based database of company information to connect calls in cases where the caller does not know the name of the individual department.

This I supported by a call information module that provides a range of data, including real-time information about the number of operators on-line and call handling rates. Combined with motivational messages this data is delivered to wallboards in the operator centre. Booth commented: "The call information module provides daily and weekly reports to managers and is an invaluable tool in helping us to monitor and train operators.