"Before QAS Pro, call centre staff had to type in a complete address, now they can simply enter the postcode and even the most obscure addresses are returned accurately first time."
Situation
Commitment to customer service and a strive for data quality lead to 02 wanting to develop an address management system to aid its call centre’s large volume of contact data capture.
Solution
QAS Pro was integrated to ensure efficient and accurate capture of important and valuable data. Whilst QAS Batch was put into their systems to clean and validate data which came via third parties.
Results
Benefiting front and back end applications, reducing time and effort of call centre staff and giving 02 confidence for mailing of bills and records.
O2 UK has over 11 million customers nationwide and QAS Pro is used in all of its call centres to capture customer address information.
"The service we can now provide to our customers is even better than before. The process for capturing customer addresses is much quicker and leaves little room for error. Before QAS Pro, call centre staff had to type in a complete address, now they can simply enter the postcode and even the most obscure addresses are returned accurately first time," said Andrew Hollaway, from the Consumer Operation Process Team at O2 UK.
"The use of Experian QAS has been key in further improving the service O2 UK provides to its customers and has resulted in increased customer satisfaction" added Bill Smith, Business Revenue Audit Manager at O2 UK. "Even more parcels are being delivered correctly first time. Which means that our customers are even happier and we can better honour our commitment to excellent customer service".
support
Send this page to a colleague