Putting the Customer at the Centre

Find out how Towers Watson migrated from a traditional approach to customer service provision to deliver faster, more effective customer service through the Contact Center: Enterprise solution from Enghouse Interactive to fit within Towers Watson’s primarily Mitel-focused telephony environment.

Background

The company has a reputation for high-quality service and rich technology. It focuses on delivering optimum customer service to its clients, who are trustees of occupational-based pension schemes. As part of this service, it is in regular daily communication with pension scheme members across a myriad of different pension types.

During January 2014 alone, Towers Watson took a total of 24,000 calls in its main UK contact centre in Redhill, Surrey. To support this service, its technology extends to its real-time website with over one million members having access to their pension accounts in the UK, and extended capability to smartphones and tablets through the ‘Track My Pension’ App.

Meeting the Challenge

To ensure clients receive optimum service, Towers Watson needed to move away from its traditional environment, where calls from scheme members were received by the pensions administration team to a new approach where calls are managed in a contact centre by customer-facing staff using a flexible contact centre solution.

“It was critical that the solution we chose gave us more control over our call handling, while delivering a highly professional customer service,” says Brendan Mooney, Operations Manager, Towers Watson. “When our clients outsource their pension services, they look at the quality of service we can provide scheme members. So it was vital that the solution made it as easy as possible for members to get access to us. It was also key that the system supported fast response, as we are often judged by customers on how quickly we answer queries.”

After a competitive pitch process, Towers Watson opted for Enghouse Interactive’s Contact Center: Enterprise solution. As Mooney explains, “We were confident that the solution would support all of our key criteria around ease of access and fast response times. It allows us to offer customers their preferred method of communications while giving agents a comprehensive lifecycle-based view of all customer engagements, thereby helping us achieve consistent customer service and ultimately better interaction outcomes.

“The Enghouse Interactive solution also enables us to record interactions for internal quality purposes,” he continues. “Critically though, unlike most solutions we considered it was relatively easy to integrate with our underlying scheme administration system.”