AMI has been investing in a customer contact centre transformation program, including new technologies to replace an outdated telephony system.

The new technology integrates telephony, email and ‘chat’ tools and is already in place at AMI’s London Heathrow and London Gatwick branches. Craig Williamson, business analyst, has been leading the project; “We had more than 44 contact phone numbers listed online, so our customers often struggled to know which number to call if they wanted to speak to our team. There’s now just one number for Heathrow and one for Gatwick, and callers use our new IVR (interactive voice response) to choose which department or service they want to connect with.”

AMI’s UK customers are supportive of the improvements and, with inbound calls now being automatically routed to the next available agent, can rely on their calls being answered in just 10 seconds.

The benefits aren’t just being felt by customers though. The new technology has made homeworking possible as agents can log in to the system wherever they are – a real positive during the coronavirus pandemic. The automatic call-routing is helping to manage workloads and the system has helped reduce the cost of outbound calls by more than 60%. And it’s providing AMI with detailed information about customer satisfaction levels, which will be fed into the transformation program and lead to further improvements.