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NTL Says 'It’s Good to Talk... but Better to Listen'

2005-10-31
VIRTUATel signs contract with NTL as part of customer service programme


October 31, 2005, Press Dispensary. VIRTUATel (http://www.virtuatel.co.uk) has today signed an agreement with leading cable company, NTL (http://www.ntl.com), to provide its Automated Satisfaction Measurement & Analysis (ASMA) call centre telephone survey service.

ASMA, an advanced technology, will allow NTL to capture immediate feedback from customers. The information will be used to make further improvements in training, systems and processes, which in turn, will improve the overall standard of customer service.

ASMA selects customer calls at random and asks callers to give feedback on their customer service experience at the end of their call. This data will provide NTL with rich information, so it can tailor its customer service system accordingly.

Following an initial pilot earlier this year, NTL is expected to introduce this technology throughout its UK customer call centres.

Peter Wilcock, managing director for NTL's customer operations division, comments: ‘Customer service is at the heart of our business and, although it’s good to talk, we think it's even better to listen to feedback. ASMA means a random selection of customers can give their opinions immediately after speaking to our customer service agents. We'll use this information to further improve our training, systems and processes which, in turn, will ensure we are maintaining the highest possible standards.’

Alan Weaser, Managing Director at VIRTUATel, says: ‘After a successful pilot, NTL could clearly see the benefit of a wider customer satisfaction programme, which would build on its existing experience. NTL now has in place all the tools it needs to really listen to customers and take action as a result of their invaluable feedback.’

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Notes for editors
About NTL
NTL Incorporated offers a wide range of communications and content distribution services to residential and business customers throughout the UK. NTL is the UK's largest cable company with 3.3 million residential customers, and the UK's leading supplier of broadband services to consumers, with 1.6 million broadband customers. NTL's network can service 7.9 million homes in the UK.

About VIRTUATel
VIRTUATel Ltd specialises in delivery of the key call centre component in customer experience management and customer relationship management – ‘the voice of the customer’ - which is captured in real time and directly from telephone callers or web browsers. VIRTUATel supplies customer feedback, customer opinions, customer loyalty measurement, agent evaluation and call centre quality measurement. Clients of ASMA services include market leaders from the financial, travel, motor and government sectors.

About ASMA
ASMA (Automated Satisfaction Measurement & Analysis) is the UK's largest voice and web based customer satisfaction survey and measurement platform. Using the latest VoiceXML technology, it rapidly delivers customer satisfaction surveys and continuously collects and reports customer satisfaction feedback and verbatim opinions for clients.

For further information please contact:
Alan Weaser, Director
VIRTUATel
Tel: +44 (0)870 005 2005 / +44 (0)7866 775385
Email:
Site: www.virtuatel.co.uk
Susan Black, PR manager, NTL
Tel: ჸ (0)141 564 0444
Mob: ჸ (0)7836 5176851
http://www.ntl.com

Media contacts

Alan Weaser, Director
Tel: +44 (0)870 005 2005 / +44 (0)7866 775385
Email:
Site: www.virtuatel.co.uk
Susan Black, PR manager, NTL
Tel: ჸ (0)141 564 0444
Mob: ჸ (0)7836 5176851
http://www.ntl.com

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