First Choice employes agent monitoring

Verint Systems announced that First Choice is enhancing the quality of customer service operations with its Witness Actionable Solutions Impact 360 Quality Monitoring solution. First Choice uses the Impact 360 Quality Monitoring software in its UK Specialist Division’s inbound sales contact center, enabling the company to enhance customer service quality through better agent training, monitoring and rewards schemes.

Focusing on these key areas supports First Choice’s major initiative to drive new sales and grow profits.

First Choice also benefits from Impact 360’s built in and fully integrated performance management and eLearning functionality - including evaluations, scorecards and contact editing, which allows the company to turn captured customer interactions into custom, best-practice training clips. A dedicated sales coaching team provides training for First Choice agents by focusing on call guidelines, rather than on scripted procedures - allowing for increased agent development and supporting staff enablement.

“With Impact 360, organizations - like First Choice - are achieving impactful gains tied to their business process efficiencies, staff performance, and importantly, the relationships they create and build with their customers,” explains Nancy Treaster, senior vice president and general manager of Verint Witness Actionable Solutions. “We’re delighted that First Choice is successfully leveraging our integrated workforce optimization solutions.”

The Impact 360 Quality Monitoring solution is leveraged by First Choice Group’s operators Hayes & Jarvis (long haul and worldwide holidays); Sovereign (the luxury accommodation operator); Citalia (the Italian holiday specialist); and Meon Villas (the luxury Villa operator).


“We originally selected the Impact 360 solution as it made strategic sense to work with a single provider across crucial areas of our contact center operations,” comments Mark Thompson, channels director of First Choice UK Specialist Division. “The software allows us to monitor quality levels more accurately. It also provides full audit capability in order to maintain and develop correct trade relationships within the travel and leisure industry - all part of our new compliance drive.”

He adds, “With Impact 360, we can create new and unique incentives for our agents, recognizing for the first time the importance of team work in addition to individual achievements, and awarding it accordingly.”