26th September 2006
synTelate Assists bss provide New Legal Service
bss is expanding the use of synTelate in its Manchester contact centre to support the delivery of the Community Legal Service Direct (CLSD) services. bss, the leading provider of contact centres to the Public Sector, has been appointed by the Legal Services Commission to operate the CLSD service for England and Wales.
bss has used synTelate on the contact centre desktop for 5 years, successfully assisting advisors to handle inbound calls for a wide variety of campaigns. The existing synTelate implementation will be expanded to support advisors delivering the CLSD service. The CLSD service is a helpline for people who qualify for legal aid to gain easy access to advice and information about debt, housing, employment, benefits and tax credits and education problems. The service will be supported by synTelate in both English and Welsh.
synTelate will integrate with the CLSD knowledge base and guide advisors through the relevant process, capturing essential information to determine callers requirements before handing over to the appropriate specialised legal support team.
“synTelate is a tool that assists us to provide an exceptional service on behalf of our clients. Due to the success of synTelate in the contact centre to date we have decided to expand the use of synTelate on the advisor desktop to support the CLSN service. synTelate integrates with our telephony system, knowledge base and distribution systems ensuring calls are handled in an efficient and effective manner,” comments Karen Ditchfield, bss Client Liaison Coordinator.
“It is our pleasure to continue to work with such a forward thinking organisation as bss. It is exciting to see synTelate grow within bss to become an integral part of its operations. bss has realised the potential of synTelate and experience many benefits from its wide use,” comments Roy Holmes, Business Development Manager Inisoft Ltd.
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