Case Study: JT (formerly Jersey Telecom)

JT, formerly Jersey Telecom is investing to improve customer service.Being able to respond effectively to customer demands is essential for Channel Islands telecom company, JT. The operator is undergoing a phase of rapid expansion and needs to ensure existing and new customers receive the best possible service throughout this period and beyond.

JT currently provides mobile, landline and broadband services to 100,000 residential and business customers based in the Channel Islands. Its contact centre, based in the Jersey capital, Saint Helier, deals with all customer enquiries, as well as being the emergency services operator for the islands.

However, following years of under-investment in its contact centre operations, JT did not have any metrics for management, planning or forecasting. This meant they could not assess how its operators were performing or analyse the needs of callers, which severely hampered any contact centre growth plans.

To increase the overview of contact centre operations, the company deployed a system from Interactive Intelligence.

“JT came to us with multiple platforms from multiple vendors: a contact centre from one supplier, infrastructure from another and recording being supplied by a third,” explains Neil Titcomb, UK and Ireland territory manager for Interactive Intelligence. “Interactive Intelligence came in a streamlined all of that to fit in with their growth strategy.”

JT now has the complete Customer Interaction Center (CIC) from Interactive Intelligence. The CIC solution offers a highly personalised, all-in-one approach to customer care, which will enable JT to better anticipate and exceed customer expectations.

Capabilities include allowing customers their choice of contact options and more quickly connecting them with a knowledgeable agent. Further, agent training and performance are improved thanks to real-time monitoring and full-time operational visibility, which in turn improves customer satisfaction.

“Interactive Intelligence has given us greater insight into how our customers behave, which enables us to plan more effectively,” says Paul Davies, JT’s forecasting and planning manager.