The DVLA, the government agency that issues driving licenses in the UK, has made vast improvements to the way it handles its 25 million callers a year using the Avaya Contact Center.
Avaya’s Communications Manager Telephony automatically routes calls to the most appropriate of its 700 agents, helping customers to have queries answered faster.
In some cases callers don’t need to speak to an agent at all. Avaya’s interactive voice response feature allows motorists to ring in and renew their vehicle tax without needing to speak directly to an agent.
Improving agent performance is an important part of the Avaya package. Arming managers with information about waiting times and call length gives managers far more visibility and control over how agents perform. The DVLA is also using recording software from Verint to record calls and help supervisors assess how their agents handle customers.
A number of other applications including bill collecting and market research are also included in the call center’s box of tricks.