Connect News
Welcome to the Nissan family
Paul Wilcox, Managing Director of Nissan Motor (GB) Ltd., turned out in person to open Prolog’s new customer service centre at Croxley Green.
Prolog has been voted winner of the ECMOD 2007 Supplier Award
in the Fulfilment and Response Handling Category.
The Award, which is judged on the basis of client nominations, was presented to Prolog Sales Manager Stephen Cooke at the recent ECMOD Exhibition held in London’s Earls Court in October.
Prolog Sales Managers Steven Orchard (left) and Andrew Scanlon are pictured on our stand at ECMOD.
Paul Miller becomes Associate Director at Prolog
Paul Miller has been promoted to an Associate Director of Prolog.
Paul, who is based at Sherwood Park in the East Midlands, joined the company in June 2002 as a Sales Manager. He was made Contact Centre Director in February 2005, a role that he maintains under his new title.
Rift Revealed
Groundbreaking report highlights gap between customer expectation and contact centre service
New 'Sales Manager' software lets agents 'see their garden grow'!
Prolog Connect contact centre agents employed in sales generation roles and their managers are being given real time data to help them optimise their performance and boost incentive earnings.
The 'Sales Manager' software package developed during 2006 by Prolog's systems IT team in Sudbury, Suffolk, draws data from the company's Symposium call management and Mailbrain order processing systems, which it pools with current sales information gathered by skills sets.
Call centre growth creates new jobs in Sudbury
Prolog is creating up to 80 new jobs in East Anglia with the extension of its contact centre at Sudbury, Suffolk.
Angie Rhys-Jones, Human Resources Manager, said: "We have created 38 additional seats for customer service and data capture in a bright, airy, open plan environment in the centre of Sudbury. Because we operate day and night shifts this could represent more than 80 new jobs, including flexible part-time working opportunities."
Totalview
Totalview, the nimble contact centre resource management programme, is shortly to be extended to Prolog Connect's Sudbury, Suffolk call centre. Tried-and-tested at Prolog's service centres in the Midlands, the system is an asset to managers and staff alike and its efficiencies make it a must-have for clients. Totalview enables supervisors to make highly accurate predictions and provide contingencies for peaks and troughs, manage holidays, breaks and other free time and cover for sickness and absence.
UK Contact Centre - Top Ten Ranking
Prolg Connect has been ranked seventh in Marketing Magazine's 2005 league table for the top 33 UK contact centres.
Outbound email gets results
To support demand for closely targeted marketing, Prolog Connect has introduced a full range of outbound email services. Outbound email is fast, cost effective and allows high levels of personalisation. It also lets users see who opens the email, what they do with it and further action taken, such as clicking on a supplied link.
Letting customers have their say
Prolog Connect's Call Outcome System gives callers the opportunity to comment on the service they are getting, by responding to a simple keypad questionnaire. Research has shown there can be a big difference between measurable service levels and criteria the customer considers important. Prolog Connect's call outcome system has been designed to help bridge that gap.
NICE in Sudbury
Prolog Connect has extended the use of NICE call recording to its contact centre at Sudbury in Suffolk. Call recording benefits Prolog clients because it provides consistent call quality measurement and better operational control and it is a highly effective aid to training.
Symposium upgrade for 'Connect'
Branded Call Centre Division Prolog Connect at Sherwood Park has upgraded its Symposium call management system to Version 4.2.
"The ability to maximise operational efficiency and to respond flexibly to a fast changing operational scenario is the hallmark of a modern, added value contact centre service", said Prolog Sales Director Ian Dignum.
"With Symposium 4.2 we will be able to resolve any systems issue that may arise, use more effective graphical displays and provide our customers with a more robust platform for web-based contact."
