Client
EläketurvakeskusProfile
The Finnish Centre for Pensions (ETK) is a statutory co-operation body, expert and producer of joint services for the development and implementation of earnings-related pension provision. ETK offers research reports, statistics and background studies for the evaluation and development of pension provision as well as support in the preparation of regulations. In addition, ETK produces and handles services relating to the implementation of pension provision, including information logistics, liability distribution and actuarial services, as well as legal and supervisory services.
In earnings-related pension matters, ETK is also an international liaison institution. It transfers to foreign countries all foreign pension applications of people living in Finland. Training, advice and information services in earnings-related pension matters are also among ETK's tasks.
ETK is an official research institution recognised by the EU.
The Finnish Centre for Pensions employs approximately 400 people.
ETK receives annually approximately 450,000 telephone calls, of which about 80,000 are directed to various access requests.
Needs
- Improve customer service, reachability and quality of customer calls
- Balanced distribution of calls as well as easier management of call/call circles
Eläketurvakeskus (ETK)
Contact Center solution of the Finnish Centre for Pensions (ETK) included improved service, improved reachability and quality of customer calls, balanced distribution of calls as well as easier management of call/call circles. In addition, better reporting was desired.
ETK is a statutory co-operation, expert and producer of joint services for the development and implementation of earnings-related pension provision.
"“Integrating and combining the Contact Center seamlessly with the existing Aastra MX-One PBX system and the CMG environment is very important to us. The solution makes it easier to monitor the efficiency of customer call traffic. We have received positive feedback from users on the shared access to the phone directory and reachability information”."
The acquisition of the Contact Center system for the Finnish Centre for Pensions is based on the intention to improve customer service and use the existing system. The easy-to-use real-time functions, monitoring tools and diverse reports offered by the Solidus eCare solution now support ETK's daily customer service activities and planning. For example, the callback feature of the Solidus eCare system has proven extremely functional during peak call volumes. The callback feature allows customers to leave a telephone number, if they want, and the customer service representative automatically calls them back once he or she is available. ETK has received positive feedback from customers on the fact that the customers retain their place in the queue without having to actually physically stay on the line.
The CMG database offers users both the personal information on people in the company (including names, departments, titles) and their presence/reachability information. The implementation of Aastra's Solidus eCare Contact Center solution was carried out flexibly in the customer's existing environment in accordance with a customer-specific schedule.
The implementation of and training for ETK's Contact Center were carried out gradually per service, in accordance with ETK's wishes and schedule. “Aastra's Solidus eCare Contact Center system supplied by Esecom Oy has proven to be an excellent and reliable purchase, and it met all the objectives we set for Contact Center. The users have adopted the new system very well. From the beginning, our users have had positive experiences of the customer service centre. Implementation went well under the professional and expert supervision of the skilled supplier,” says project manager Tarja Elmgren.
Solution
- MX-ONE
- Solidus eCare
- CMG
Benefits
- Versatility
- Ease of maintenance
- Real-time functions and advanced reporting support daily customer service activities and planning
- Integration and combining seamlessly into the existing Aastra MX-ONE PBX system and the CMG environment
- Flexible implementation in accordance with the customer's schedule
- Shared access to the telephone directory and reachability information
- A callback feature without losing one's place in the queue