16 June 2005
synTelate® Powers Ahead in npower
npower is expanding the implementation
of synTelate in three of its locations.
npower is one of the UK's top three
energy suppliers and draws on 50 years experience in
supplying electricity and gas. npower sells gas and
electricity to around 6 million customers across the UK.
synTelate, the
call centre agent desktop, assists npower's call centre
agents to handle a variety of calls from sales and
customer retention to collections. synTelate provides the
call centre agent with customer detail screens and the
capability to store call outcomes for future analysis.
npower had to expand the use of synTelate in its call
centres to allow them to increase customer contact
levels. During the recent upgrade npower realised they
were not using synTelate to its full potential.
Inisoft and npower are working in
collaboration to ensure npower achieve maximum benefits
from synTelate.
Gordon Fisher, npower Team
Leader Residential Support, states "We
continually look at ways to improve our customer service
levels and we decided to increase the number of call
centre agents using synTelate. synTelate assists our call
centre agents to provide an outstanding level of service
to our customers. With minimal training requirements we
will experience the benefits of additional agents using
synTelate in a short period of
time."
Philip Moran,
Business Development Manager Inisoft Ltd,
comments, "We are delighted that npower opted to increase
the presence of synTelate.
synTelate is a powerful solution that offers considerable
benefits, we will work with npower to ensure they are
using synTelate to its full
potential."
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