Eircell Talking Business One of the problems for any long established business is that it grows through different generations of technology. This often makes it difficult to access historical data quickly or to provide instant answers to customer enquiries. In a recent project for Eircell, Compaq Professional Services used Web browser technology and its integration skills to create a user-friendly customer care environment. The new system has improved efficiency and reduced training from weeks to hours. It has also enabled the customer service representatives to focus on the interaction with their customers, rather than the underlying technology.
Customer care is a major issue throughout the service industries and in many other sectors.
Increasingly, it is the call centre that represents the public face of business and acts as one of the prime interfaces between company and customer. This relationship is particularly important in rapidly growing business areas such as mobile communications. With new customers joining every day, and others changing tariff or moving house, there's a steadily increasing volume of queries to answer. And it's essential to maintain efficiency without losing the personal touch. But in common with many long established businesses, Eircell had grown through several generations of technology.