Synthetix contact centre solutions reduce call times and improve customer service for new energy saving advice line2 April 2012
Synthetix has provided a knowledge-base for use in a new call centre providing public advice on how to save energy in homes and businesses. Synthetix knowledge-base contact centre solutions have been shown to reduce call times and improve customer satisfaction, ensuring that customers get the answers they need fast.
The call centre is run by the Energy Saving Trust (EST) with Careline Services. As well as giving out advice on energy efficiency, it provides information about existing government schemes like the Carbon Emissions Reduction Target (CERT), which requires energy suppliers to install free or subsidised insulation, and Warm Front, the government's heating grant scheme.
Energy efficiency advisors use Synthetix knowledgeAgent to assist them in taking calls from the public. When the Green Deal launches in the autumn, the advice line will provide information to people wanting to learn more about the scheme.
The knowledge-base contains a wealth of information which allows call centre agents to reduce call times and deal with incoming enquiries quickly and efficiently. In addition, the knowledge-base contains numerous factsheets which can be sent directly to consumers.
Find out more about the benefits of knowledge-base contact centre solutions.
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Synthetix delivers "knowledge everywhere" through an award-winning suite of multi-channel online customer service applications that enable organisations to publish searchable FAQ content on the web, social networks, mobile devices and in call-centres, with live agent chat completing the loop. Celebrating 10 years of business, Synthetix is both ISO 9001 and ISO 27001 accredited and recognised globally as a leading vendor of customer service solutions.
Adam Ashcroft, Synthetix.
Tel: +44 (0)1223 393508