“Successful Personnel Management in the Call Center” was chosen as the general thematic focus of this year’s conference day. “In times of crisis, companies reduce staffing costs dramatically. On the other hand, call center management are especially required to do perfect resource planning to keep staff turnover low and the employees motivated,” explained the organizers of this year’s event, Robert Sluka and George Mack. Especially now, it is imperative to maintain perfect performance and quality in training to offer the best service.

TeleFaction provides valuable inspiration

In addition to networking, Agent Day was an opportunity for TeleFaction to exchange experiences and share knowledge. TeleFaction made an important contribution to the subject specialists’ The Toblerone Principle: The art of employee seducement/management. It shows how people can be tempted to peak in order to meet the needs of today’s customers.

Stand for the success of the mass

Because the demands of customers are growing day by day, competitive pressure is rising. Companies that want to be successful need to ask if your strategy at its best. TeleFaction’s Return on Behavior ® concept had over 300 exhibition visitors and delivered valuable inspiration on highly topical issues surrounding staff and customer management.

A Danish-based provider of customer behavior management solutions, TeleFaction is keenly aware of the balance between technology and human interaction. The company has a solid portfolio of advanced technology that gathers and measures information from multiple customer contact points. This data is used to accurately gauge customer satisfaction, brand loyalty, sales efficiency, brand image and other qualitative factors that can impact every area of a business.

As one can expect, TeleFaction’s proprietary information collection technology is complex and sophisticated. It comprises three primary elements: software, media processing boards, and a computer server. Via these components, customer data is collected and analysed, and closed-loop feedback is provided to the client.

It takes a tremendous amount of processing power to gather huge swathes of customer data, and to dissect, analyse and summarise this critical information. But as advanced as its solutions are, TeleFaction’s success is equally predicated on its ability to make its technology adaptable to the specific infrastructure requirements of its customers.

“Our clients use distinct server hardware and operating systems,” explains Mickey Melskens, TeleFaction’s Chief Technology Officer. “We do not have the luxury of dictating which solutions they should deploy in order tomeet our needs. We have to fit into their environment.”

To give TeleFaction the necessary flexibility to meet the varied infrastructures deployed by its customers, TeleFaction relies on its partnership with Aculab, a leading provider of enabling technologies for service providers, enterprises and application developers.

“Right from the outset, Aculab understood that our key requirement is adaptability,” explains Melskens. “They have provided us with flexible solutions that allow us to meet the diverse and specific needs of our customers.”

The underpinning of the TeleFaction solution is technology, but the total solution is delivered without placing a technology burden on its customers. Melskens explains, “In many ways, you can consider the TeleFaction software and analysis as a designer dress made especially for each client, but all cut from a technology fabric. Aculab provides the custom fabric to make sure we can make the right dress for each client.”

While a key element of the TeleFaction solution is the options available with Aculab’s Prosody X media processing board, Aculab delivers more than just hardware.  Its technical support, engineering service and consultancy help TeleFaction to meet its goal of delivering a superior product without placing onerous requirements on its customers.

The TeleFaction approach of ‘putting themselves in the customer’s shoes’ underscores the need to ensure that the service works right the first time, and every time thereafter. This is important as consumers are often uncomfortable when asked to communicate with a machine and describe their individual experiences. Therefore, TeleFaction must ensure the system performs flawlessly to capture accurate data and deliver the quality report its clients expect. Delivering to that purpose, Aculab’s technology remains reliable and transparent to the customer.

This attention to detail continues to hit the mark for many TeleFaction clients, such as Topdanmark, a Danish insurance company.

”In close co-operation with TeleFaction, Topdanmark has constantly improved the customers’ experiences of the quality of our customer service,” said Bjørn Verwohlt, Topdanmark’s Marketing Director. “Today, on the basis of TeleFaction’s models and tools, we have a unique method of knowing how the customers generally experience Topdanmark. This means that our Return on Behavior^® is very satisfactory.”

Since TeleFaction’s customers are focused on maintaining the integrity of their infrastructure, they are often delighted to learn that they do not need to change or upgrade a server, operating system, or IVR to see the benefit of the customer perception analysis.

On the surface this seems quite simple, but new quirks or situations can be introduced, which require unique solutions. When this does occur, TeleFaction tackles the implementation process – with the complete support of Aculab’s engineering services group – to ensure that each project is implemented efficiently and effectively with minimal intrusion.

“When our clients hear ‘do not worry, the software we deliver works on almost any platform,’ you can see the sparkle in their eyes,” remarks Melskens.

“Prosody X enhances the flexibility of the TeleFaction solution with support for both T1 and E1 trunks, as well as ISDN, CAS, and IP for system interconnect, and the largest selection of codecs in the market. That makes it ideally suited to fit into a demanding, multiple-use environment,” states Andrew Nicholson, Aculab Product Manager.  “Additionally, the various bus architectures can enable seamless implementation on different customer servers, when the need arises.”

“Aculab’s boards work for us. Above all, their engagement and understanding of our needs is the differentiator that contributes to our status as a customer experience specialist. TeleFaction sells the possibility of an increase in customer satisfaction through further development of the IVR system, and this unique perspective helps companies to change consumer’s lifecycle and brand perception. We want to work with enthusiastic partners that embrace challenges and think big. Aculab is able to deliver on all these counts,” concludes Melskens.

To see the original article in Aculab’s VOIP Developer please CLICK HERE.

Every September in Copenhagen, participants from several companies and organizations take a day to become runners for fun. TeleFaction is proud of being one of these amathours athletes and our team is not ashame to be one of the last ones.

This event became massive since its launch in 1981, growing from 125 teams of 5 to 25,000 in 2009. Particularly the last 5 years, have been an explosive increase in the number of participants, forcing the orgazination to include 5 race days. Dorte Vibjerg, press contact at DHL Stafetten, explains that this is because the media has been coveraging the event and motivating office workers to excercise and having a healthier life. ”It is also an excellent opportnity to connect with people, socialize with colleagues and party”, she says that because co-workers usually bring family, friends and have casual dinner, such as barbecue.

Its architect, Niels Jorgen Holdt, president of Spartan Athletics & Motion, created this event to advertise his company. Now, counting with the sponsor of DHL, it is part of the national cultural calendar. In 2009, 125,000 people from over 3,000 different firms run 5 km from Fælledparken, located on the west part of the city.

There are not many rules. The winners are companies’ teams and not individuals. And the prize, Dorthe revels, “is the honour of being part of this enjoyable gathering. There is no material prize.”

Development of participants:

• 1981 – 134 teams
• ..
• ..
• ..
• 2001 – 6946 team, two race days
• 2002 – 7676 team, two race days
• 2003 – 8861 team, three race days
• 2004 to 10,192 teams, three race days
• 2005 to 12,167 teams, four race days
• 2006 to 13,952 teams, four race days
• 2007 to 16,960 teams, four race days
• 2008 to 20,831 teams, five race days
• 2009 – expect up to 25,000 teams, five race days

Oleg started his career assembling computers, which has given him knowledge about hardware components. He also feels privileged to have worked as a Quality Assurance engineer and with software development. The last 5 years, he has been managing large projects with around 60 people in different countries, also held the CPO (Chief Project Officer) position. He has decided to focus on consultancy of outsourcing company establishment, people management and process implementation. He runs SCRUM trainings and helps people with outsourcing software development business.

His responsibility at Telefaction is mainly project/product management, setting up and supporting the development processes and to monitor all resources the company has in Ukraine, including planning their workload and development activities.

Oleg’s plans include the establishment of an effective process in the software development field, as well as continually searching for the best communication strategy between foreign departments, especially in regard to predictability and clearance within internal/external planning and expectations policies.

with nearly a decade of experience based within the banking industry.

Andreas joins us from Danske Bank, Denmarks largest banking institution where within the team of business management he led the change from customer relationships to customer satisfaction.

His responsibility at TeleFaction is to implement the new advisory strategy for the TeleFaction 2.0 projects. Andreas plans to change the way that companies look at their customers, bringing value in all aspects of TeleFaction.

The new offices have been renovated in order to suit with TeleFaction’s professional and sophisticated work environment.

They have chosen due to the fact that ESOMAR’s Code of Ethical Practice has been adopted by more than 100 national market research associations.

Because our team is committed to integrity, we decided to utilize this International code to make sure our clients are protected. TeleFaction believes that high quality research improves the way businesses make decisions; therefore following a ‘code of ethical practice’ is the best way to deliver our concept, Return on Behavior.

The general purposes of the code are:

• To set out the ethical rules which market researchers shall follow;
• To enhance the public´s confidence in market research by emphasising the rights and safeguards to which they are entitled under this code;
• To safeguard freedom for market researchers to seek, receive and impart information;
• To emphasize the need for special responsibility when seeking the opinions of children and young people;
• To minimize the need for governmental and/or intergovernmental legislation or regulation.

The group has met with our CEO, Fredrik Abildtrup, who immediately felt attached to embracing the idea.

The program´s plan caught the whole company’s attention. They are working to guarantee that in about 15 years, humans will not die from cancer – reason enough for us to contribute.

Before that, Albert-Jan landed several times in Copenhagen in order to get to know more about the company and visited a customer to better understand the organization’s concept, Return on Behavior. “We have had numerous meetings to fully comprehend the unique selling points of this product,” Albert-Jan highlights.

In mid 2008, TeleFaction Benelux B.V. was officially founded by Albert-Jan Mante and Eelco Huisman with Albert-Jan having a primary focus on the Dutch market while Eelco is more concentrating on the Belgium market.

The future looks positive, as several companies have been contacting the two of them and marketing activities are taking place uninterrupted. Potential customers are showing consistent interest in the Return on Behavior concept, especially in the direct measurement of the customer experiences and the complete reporting (including individual reporting), as well as in the analysis.

Asked about why they decided to join TeleFaction, Albert-Jan says that, “We saw potential because this company is able to deliver a complete solution (measurements, reporting & analysis, action list, adjust behavior). Also because its clients have to integrate the Return on Behavior concept in the daily processes as part of normal business, making the product one of a kind.”

At this point in time, several proposals are being delivered and discussions about the next steps are ongoing.