Tesco improves customer service using customised contact centre reporting solution

Datacraft has been commissioned to devise a first of its kind contact centre reporting solution for Tesco Hindustan Service Centre (HSC), the shared service centre of the international retail giant, Tesco. The new, bespoke application will enable Tesco HSC to manage the contact centre operations effectively by monitoring several service level agreements (SLAs), and identify areas for improvement. End Quote

(1888PressRelease) July 14, 2009 - HSC is the global services arm of Tesco, providing comprehensive support for its internal customers worldwide. Datacraft was tasked with designing a solution that could extract key data from the established Cisco Unified Contact Centre infrastructure and present it in an easily accessible dashboard format for review. The application also had to be integrated with the active directory to enhance usability and collaboration.

Datacraft had installed Tesco’s Cisco IP network and thus possessed the necessary experience and know-how to develop this complex reporting framework. The main challenge was to integrate the various SLAs across several internal clients across the globe and then generate separate reports that could compare performance with previously defined performance standards.

Datacraft India devised a pioneering solution that provides a detailed level of reporting to key HSC executives on individual agent performance. This covers a number of parameters including agent utilisation, call handling, first-call resolution and technical expertise of agents. The information can then be used to determine performance levels against their SLA targets and identify areas for improvement.

“The Cisco Contact Centre Solution was deployed to cater to handle internal calls from our offices across the world. The solution is integrated with the company's existing database applications, and adds a rich array of features such as intelligent call routing, automatic call distribution (ACD) functionality, network-to-desktop computer telephony integration (CTI), and consolidated reporting. The Cisco IP Contact Centre (IPCC) also gives us the ability to seamlessly integrate our support to customers, using any method they choose, extending that competitive advantage even further,” said a spokesperson from Tesco HSC.

“The Cisco IPCC will enable us to seamlessly integrate our support to customers, and at the same time, give them the flexibility to contact us via their preferred communications channel,” added Tesco HSC’s spokesperson. "In addition, the monitoring application enables us to analyse reports and modify our strategies accordingly to improve our customer satisfaction.”

Datacraft’s experience in integration of global IP infrastructures coupled with a strong track record in successful project delivery is reflected in its selection for the project.

“This is an important win for Datacraft as it underlines our ability to create tailor-made applications that are able to operate within incumbent infrastructures,” said Sunil Manglore, CEO of Datacraft India. “Our strong track record in integrating global IP infrastructure, backed by our intimate understanding of our client’s unique business needs, was key in securing and implementing this project successfully.”

About Datacraft
Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures. Datacraft combines an expertise in networking, converged communications, security, data centre, storage, converged communications, Microsoft solutions and contact centre technologies, with advanced skills in consulting, integration, training and managed services to craft IT solutions for businesses.

For more information, please visit www.datacraft-asia.com

For further information, please contact:
Esther Quah (Datacraft Asia) Tel: (65) 6322 6688
(Email: esther.quah ( @ ) datacraft-asia dot com)
Tng Szu Lin (Datacraft Asia) Tel: (65) 6322 6605
(Email: szu-lin.tng ( @ ) datacraft-asia dot com)

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