T-Mobile Germany Improves Call Center Performance

Germany based ASC telecom has signed a framework contract with Deutsche Telekom for the delivery of software for improving quality as well as optimizing processes of all Telekom inhouse call centers. The framework contract covers the planning, projecting, delivery and implementation of ASC's quality management software for more than 10,000 call center agents at 33 locations as well as the education of agents, trainers and supervisors.

Gerald Otto, Head of Business Performance Management & International Affairs of T-Mobile, said, "Quality is the central subject for the newly inaugurated inbound call centers of Deutsche Telekom. ASC's solution meets our specific requirements and contributes to considerably improved quality in customer service for Deutsche Telekom and therefore enhances customer satisfaction remarkably."

INSPIRATIONpro is used in call centers to continuously measure and improve the quality of customer contacts through agents' training. In this way, opportunities for improvement in contact center operations are identified and, by evaluation of customer calls, processes are optimized to guarantee improved customer service. The software module "eCoaching" thus supports call center agents' education in live operations.

Posted to the site on 26th July 2009