Gurgaon, January 11, 2016: Ameyo, the leading contact center technology and service provider is delighted to announce that Al Ansari Exchange has deployed its customer support services to meet its growing customer demands.
Al Ansari has always believed in maintaining market leadership in worldwide remittance and foreign exchange services through enhanced customer experience. They have always maintained the benchmark in services by continually deploying upgraded technology, expanding branch network. Al Ansari Exchange was not satisfied with their existing process as they were facing issues in achieving call targets and at the same time did not have any visibility of agent’s performance. Lack of automation and reporting capabilities forced them to search for a solution that could cater to their growing contact center needs.
“One of the main priorities for us at Al Ansari Exchange, is to deliver efficient and quality service to all our customers. Our Call Center has been growing steadily and a system upgrade was key to match our expectations and needs. And this is where the upgrade to CRM solution Ameyo by Drishti-Soft Solutions has been instrumental. We now have full visibility on many indicators including agent performance, customers queries, key reports and much more features that are helping our teams on a daily basis. We always strive to enhance customer experience, and this was an important step towards that direction” commented Al Ansari Exchange
With the help of Ameyo’s Predictive dialer, Al Ansari noted a phenomenal enhancement in their work force efficiency as the agents were able to dial numerous calls each day which significantly rescued a lot of hours. The predictive dialing technology has comforted in pulling down the time wastage induced by manual dial-outs, busy tones, and answering machines. Thus, enabling contact centers to be more productive and profitable.
The remote wallboard of Ameyo has provided the supervisors with the capability of monitoring the overall quality by viewing agent’s performance on a real-time basis from a remote location. Ameyo’s reporting and analytics tool has also enhanced the visibility of Al Ansari on many indicators such as customer queries, key reports and agents’ performance which includes number of calls made, log in details, etc. They can now synthesize large amounts of data for processing valuable insights on customer interactions, which is helping them improve customer experience radically.
With Ameyo’s voice recorder Al Ansari was able to fetch call logs for fact verification, dispute resolution and analysis of customer interactions. The call recording also helps in maintaining benchmark in service quality and is also being widely used for training agents in order to ensure workforce optimization.
“Customer experience is moving from an innovative trend to a core competency for every enterprise and so was with Al Ansari exchange, where we empowered them with our cutting edge technology to ensure overall quality with an added visibility. Al Ansari has been pioneer in ensuring world class customer experience and we are pleased to be a part of their vision” says Deepak Lakhwani, Sales Manager, Middle East.