Vodafone Boosts Customer Care

Vodafone Ireland has expanded its usage of a knowledge management product supplied by eGain Communications. Purchased for use at Vodafone"s contact centre, eGain Knowledge will provide a central information repository for all agents, ensuring Vodafone customers receive service and support covering handsets, upgrades, tariffs, billing, services, and general enquiries on how to get the most from their mobile phone.

Head of Care Channels at Vodafone, Mark Cleary, explains, "We offer a comprehensive range of products and tariffs to cater for all mobile phone users. To ensure the highest quality customer experience, eGain Knowledge will sit at the heart of our customer care operations to give customers a quick, accurate and efficient response to every inquiry made."

eGain Knowledge will provide all agents with intuitive Web-based access to a central knowledge-base, together with structured guidance to that knowledge, enabling them to resolve the vast majority of customer queries first time, and reducing call resolution times.

Ray Connolly, Regional Manager Northern Europe at eGain Communications, comments, "Centralising your customer service knowledge ensures consistency of response without dependency on the skills and expertise of your best performing agents. Working with a local implementation partner, eLoyalty, every one of Vodafone"s agents in their Dublin contact centre will have the right kind of information at their fingertips to provide expert customer care."

Cleary concludes, "eGain Knowledge will ensure that everyone in our customer care team has access to the same up-to-date information, allowing our support teams to continue to meet excellence in customer care."

Vodafone Ireland has a customer base of over 1.8 million and a total of 1,500 employees. Vodafone holds 56% of the market share in Ireland, with mobile penetration in Ireland currently standing at 81%."

Posted to the site on 5th December 2003