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Qualis Management launches Amazon Connect to improve customer experience

Employees on computers with headsets on in a call centre

As part of our ongoing commitment to customer experience Qualis Management has launched a new state-of-the-art call centre platform to modernise and improve the service we provide to our customers.

Working with leading IT and cloud provider, Digital Space, Amazon Connect has been introduced to enable Qualis to improve its call centre offering with the ability to expand and evolve the service as the organisation grows. The system will also provide better reporting systems for quality control and has new options which have been introduced to improve the experience for customers, such as call recording and call-back in queue.

Ben Johnson, Managing Director of Qualis Management comments, “We are delighted to introduce Amazon Connect across the Qualis Management business. This innovative new system is simple, easy to use and cost effective which will improve our offering to our customers and drive efficiencies that will benefit customers and Epping Forest District Council as our Shareholder. It also gives us the capability to continuously improve the service as the business expands and the technology enhances.

“Customers will still contact us on the same number 0333 230 0464, but they now have the option to hold their place in the queue if they have been queueing for some time, allowing them to get on with something else and be contacted when it is their turn. Call recording and live calls will also help us continuously improve our service and we will be able to introduce further functions such as Web Chat in the near future.

“Working with Digital Space, we have been really impressed with how quickly they have understood exactly what we’ve needed and installed the new system as well as how easy it is for our call centre team to switch over.”

Gary Beddow, Business Development Director at Digital Space said: “We’re pleased to have helped Qualis Management advance its digital strategy through the successful implementation of Amazon Connect. With a focus on migrating customers to secure, connected cloud seamlessly, our team was able to ensure that we not only completed the project in record timescales, but did so with little disruption to day-to-day operations.

“I look forward to continuing our close-working partnership with Qualis Management on their digital transformation journey.”

Additional functions which have been incorporated into the system include Wallboard which shows the status of queues and agents and sentiment analysis to allow team leaders to review calls for quality control reasons much faster.

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