Fu­sion in­vests £1m in tech­nol­ogy boost

The Peterborough Evening Telegraph - - Etbusiness Daily - By JOHN KRALEVICH john.kralevich@pe­ter­bor­oughto­day.co.uk *Peter­bor­oughet

PETER­BOR­OUGH in­sur­ance em­ployer Fu­sion Con­tact Cen­tre Ser­vices is to in­vest £1 mil­lion to boost its tech­no­log­i­cal ca­pa­bil­ity.

A busi­ness which em­ploys more than 2,300 peo­ple across the UK, and more than 650 in the city alone, Fu­sion de­liv­ers cus­tomer ser­vice for some of the UK’S lead­ing fi­nan­cial ser­vices brands, in­clud­ing Bud­get and Ben­netts Bike In­sur­ance, as well as ma­jor bank­ing brands, such as Brad­ford & Bin­g­ley In­sur­ance.

As part of the up­grade, it will im­ple­ment ad­vanced voice self­ser­vice and speech recog­ni­tion tech­nol­ogy to al­low cus­tomers to pro­vide key per­sonal de­tails be­fore talk­ing to an ad­vi­sor.

This will help speed up calls and max­imise the cus­tomer ex­pe­ri­ence.

With each ad­vi­sor han­dling an av­er­age of 8,000 calls per year, voice self-ser­vice will save 45 hours of their time, which can be used for train­ing, coach­ing or calls.

Fu­sion will also sig­nif­i­cantly en­hance its On­line Self-ser­vice Cen­tre, which gives cus­tomers in­stant ac­cess to their in­sur­ance pol­icy doc­u­ments and the op­tion to make ad­min­is­tra­tive changes.

A fur­ther layer of in­vest­ment will see the con­tact cen­tre im­ple­ment brand new e-learn­ing ca­pa­bil­i­ties, which will en­sure that em­ploy­ees have ac­cess to im­por­tant knowl­edge and course ma­te­rial at their desks.

Fu­sion man­ag­ing di­rec­tor David Thompson said: “It’s about be­com­ing a truly multi-chan­nel busi­ness and en­sur­ing a joinedup ser­vice is pro­vided to our cus­tomers.

“It im­proves the ex­pe­ri­ence for both our cus­tomers and our ad­vi­sors.

“Fu­sion has made a sig­nif­i­cant in­vest­ment in tech­nol­ogy over the past two years, and this fur­ther £1 mil­lion boost will al­low us to ad­dress cus­tomers’ pref­er­ences across dif­fer­ent chan­nels.”

re­cofloor win­ners: Alan and Caro­line Parker and Karan Steven­son, of Alan Parker Floor­ing, with the com­pany’s awards.

Newspapers in English

Newspapers from UK

© PressReader. All rights reserved.