Quality Contacts into the future with Steam-connect
Quality Contacts handles a large part of its customer contact assignments in Steam-connect. "We are currently in the final phase of the migration process.
About Quality Contacts
Number of seats:N/A
Quality Contacts is a full service facility contact centre and belongs to the medium-sized players in the sector. They facilitate incoming and outgoing customer contacts via telephone and internet for Praxis, ZiggoVodafone, Engie and many other well-known brands. Quality Contacts has grown into a complete service provider of facilitative customer contact services. “We are a call centre and the majority of our business consists of inbound assignments. We do customer service for a number of very nice companies, and in addition to incoming call traffic, we also deal with e-mail handling, web care and chat,” says Gijsbert van der Meulen, director of Quality Contacts.
Depending on the current projects, 400-500 employees work at Quality Contacts. “The number of employees that is active, strongly depends on the current campaigns. In addition to structural campaigns, we also take on periodic assignments. When this period is over, we scale down the hours”, explains Kitty Vermeer, Manager Sales and Marketing at Quality Contacts. Since six months, Quality Contacts manages a large part of its customer contact assignments in Steam, the customer contact platform of Codelogic. “We are currently in the final phase of the migration process,” says Kitty.
Previously, they worked with a system that did have more functionality and options for inbound and outbound telephony settings, but also required quite a bit of IT capacity to keep everything running. “It doesn’t matter that you need more IT capacity, as long as it delivers at least the same amount”, outlines Gijsbert. “If that is not the case, it is better to remove a few buttons and choose a system that is easier to manage.
“We have the feeling that Steam will develop better and faster”
Gijsbert has had a lot of experience with call centre software from various suppliers in the past. “When a package had to be selected, the choice fell on Steam because we feel that Steam will develop better and faster. The pace at which updates and new functionalities follow each other in Steam is high.” Kitty adds: “Support was an issue with our previous supplier and therefore a spearhead when selecting a new system. We have the feeling that Steam is closer to the ball in this case.
We also checked whether Steam met the current wishes and requirements of our clients. We also looked at the possibilities of further expansion and the possibilities of integrating different channels. This is all possible in Steam. Some clients also have requirements for ISO certification. The fact that Codelogic is ISO 9001 and ISO 27001 certified is a nice bonus.
Quality Contacts also works with a large team of home workers. These employees handle the in- and outbound telephony from home. Gijsbert indicates that there are no technical limitations with Steam. “The convenience of just a simple system, a platform that works and that people quickly understand.
“The ease of just a simple system, a platform that works and that people quickly understand.”
. “What I also like is that, compared to our previous system, there are a lot of standard reports, scoreboards and live views in Steam. We used to have to do a lot of programming ourselves in order to get certain information from the system.” Quality Contacts uses these reports to manage the organisation and to provide feedback on results to its clients. “Thanks to the easy to set up client portal, our clients can quickly listen to conversations and immediately see the results of a campaign. Short on results is always important in our business.
Tips for other call centers
Because of the size of the company Quality Contacts is not the typical Steam customer. Gijsbert indicates that smaller call- and contact centers can work very well with Steam. “If smaller call- and contact centers have to choose between two systems, they will get more bang for their buck with Steam.” For call centres of a similar size to Quality Contacts, it’s a different story. “I would certainly recommend Steam to larger call centres as well. You do have to take into account that you will still need to deploy the necessary IT capacity.
The challenge with larger call centres is that you have to deal with a lot of inbound, in- and outbound blending, various clients, campaigns and a diversity of employee skills. It’s all possible in Steam, but it does require more settings. In addition, larger call centres also have a greater need for extensive manuals and tutorials. Another important issue to consider is stability. For us, with relatively much inbound work, that is more important than for outbound call centres.
Although the implementation of Steam is not quite finished, Quality Contacts is already thinking about the next steps. For example, there has recently been talk of deploying the integrated workforce management and time registration. “We would like to pick this up with Steam as well, and we are in talks about this. In addition, we are looking to implement quality management via Steam. On the one hand, to comply with all legislation and regulations and, on the other, to integrate the agent tracking system into Steam, so that you can log and monitor an employee’s development. It is our preference to do this from one system as much as possible.
“We are very happy with a client like Quality Contacts,” says Dennis Schabracq, Director of Codelogic. “Quality Contacts is a leading call centre with a diverse range of clients, which Codelogic is proud to serve. The fact that they are enthusiastic about Steam is a signal to other call centres and clients who want to manage the software themselves. Quality Contacts is a great frame of reference for convincing other call centers that Steam is the right solution for them.