Hoesbach/Germany, May 13, 2013 – ASC (www.asctelecom.com), a leading global provider of innovative solutions to record, analyze and evaluate multimedia-based communications, today announced the successful implementation of VoIP recording and quality management solutions for De Lotto, the famous Dutch lottery organization. The organization chose ASC after its contact center was recognized as providing the best customer service in The Netherlands.
ASC’s quality management system, INSPIRATIONpro, helped to increase the customer satisfaction rating for 32 agents and five supervisors from 6.4 to 8.6. For retailers, it climbed to 8.9.
Marco Mueller, COO of ASC, said, “De Lotto chose ASC because it wanted to maintain its number one customer service ranking, and I think we increased its lead! As we strive for excellence on a daily basis, it means a lot to us when other companies recognize that, especially organizations with the resources to choose any provider they wish.”
Nasser Al Mawla, Service Director of De Lotto, added, “Our goal was simple. To remain #1 in customer satisfaction among the top contact centers in The Netherlands. ASC understood the sacrifices necessary to be #1. Quality is above quantity, and with INSPIRATIONpro, we have the right instrument to gain the best performance of our agents.”
ASC’s quality management solution, INSPIRATIONpro, enabled an objective assessment of customer interactions including agent conversation techniques and language.
In addition to higher customer interaction scores, De Lotto also reported process improvement, increased agent skills, greater job satisfaction and stronger customer loyalty. ASC was assisted in the project by Bumicom, known for its implementation of recording solutions, quality management software, interaction analytics and customer feedback applications since 1979.
Founded in 1961, De Lotto is the Dutch lottery system and operates under the brand names Lotto, Toto, Lucky Day, Krasloten and Eurojackpot. The money raised is reinvested in societal institutions in the areas of sports, culture, social welfare and public health, a total over the years of approximately 1.9 billion Euros.
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