Melita has simplified its customer contact efforts and improved operational efficiencies by upgrading to Aspect’s Unified IP 7.1 contact centre and interaction management software.
Melita offers digital cable TV, broadband Internet, fixed-line telephony, and mobile voice and data services across Malta. With a growing customer base within all its lines of business, it needed to improve the efficiency of its outbound and inbound call management within its customer support team. It also needed to increase the automation of queries, and improve service levels when dealing with satisfactory resolutions.
The upgrade to Aspect Unified IP 7.1 enables it to understand the reasons for inbound calls from customers. Since the upgrade, Melita has been able to better identify and address issues affecting customers and repeat diallers.
Malcolm Briffa, Director of Customer Experience at Melita, said: “As the number of our client subscriptions grow, so does the volume of related queries, and it is clear that previous methods are not sustainable. We therefore sought methods of automating certain processes, which in turn also make it quicker for customers to be served. This process enables us to give higher priority to critical issues, and higher priority and attention to higher value customers.”
Briffa added: “The choice to retain Aspect as our provider came from the experience that their team offers as well as the support available. Moreover, the scalability of Aspect’s technology seems to be aligned with our organisation’s growth and development plans, such as the need to gradually automate and streamline processes such as workforce management, social media and other online communications.”
Mark King
Mark King, Senior Vice President, Europe and Africa, Aspect, commented: “As a long-standing Aspect customer, Melita has demonstrated that it is at the forefront of customer service and is consistently looking at ways in which it can improve its service function for its customers. Through the deployment of Aspect’s Unified IP 7.1, Melita is setting customer service standards for other operators within the sector to follow.”
Author: Jo Robinson
Published On: 31st Jul 2013 - Last modified: 22nd Mar 2017
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