O2 Centralises its UK Customer Support Divisions into One Virtual Contact Centre
Posted: 16th Jun, 2011 By: MarkJ
Communications provider O2 UK has announced a new £10 million managed service contract with Datapoint. The move will link 6,000 agents, which handle over 80 million calls and SMS messages each year, in the ISPs six contact centres (Warrington, Leeds, Bury, Rotherham, Manchester and Glasgow) to a new virtual, multi-channel IP contact centre.O2's Head of Strategy and Operations, Gareth Turpin, said:
"Datapoint’s communication and customer service infrastructure will help us double the number of our customer ‘fans’ by the end of 2011 as we step up service for our customers regardless of which channel they communicate with us – whether it’s via the phone one day or Facebook the other."
"Datapoint’s communication and customer service infrastructure will help us double the number of our customer ‘fans’ by the end of 2011 as we step up service for our customers regardless of which channel they communicate with us – whether it’s via the phone one day or Facebook the other."
Future systems will also integrate Session Initiation Protocol (SIP) to further increase flexibility. O2 claims that its new system will give customers a "greater choice of channels" when communicating with them.
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