The Fleet Operator Recognition Scheme (FORS) has deployed advanced new technology to help manage its Helpline service for customers more efficiently.
Its new cloud-based contact centre uses latest features supporting natural language processing (NLP) and voice recognition.
The new system helps callers to quickly navigate through menu options, enabling the FORS Helpline team to better identify and track calls. Another tool asks callers to explain the object of their query, and then matches that response to a set of pre-determined subjects. Helpline staff can then immediately identify the purpose of the call.
The Helpline is the first port of call for FORS Accredited Operators seeking guidance on any aspect of the scheme. In 2023, the Helpline team handled more than 42,500 interactions from over 2,400 companies, making and receiving a total of 20,081 calls and responding to 22,613 email queries.
FORS Helpline manager Christina O’Keeffe said: “Having the calls pre-screened not only helps staff to give operators advice quickly and easily, but also gives our team a simplified and calmer working environment.
“FORS is always looking to evolve and improve customer experience, so we are in the process of looking at other ways that the Helpline can provide added value and direct operators to the information they need. Thanks to the new cloud-based contact centre, we believe we are already offering a better customer experience to our thousands of customers and a more productive platform to our Helpline staff.”
A recent survey of FORS Accredited Operators using the Helpline services found more than 85% rated their experience as Excellent or Good.
