700079T-Impact call centre solution, improve customer service through better business processesClosedGRD Proof of MarketInnovate UKT-Impact is re-inventing the Call Centre. By the application of advanced Business Process Management techniques, the whole way in which a Call Centre works can be improved with agents having the right data for each part of the call and a structured pathway which ensures everything is answered quickly and effectively. This gives a better experience for customers with all of their queries answered on a single call. It gives a better agent experience who no longer need to juggle multiple screens, hand calls off to colleagues and write notes while on the call. For Call Centre operators it means significant improvements in key metrics such as Average Handling Time (AHT - reduced by 10%), First Call Resolution (FCR - improved by 9%) and a reduction in repeat calls. Agent training is also significantly reduced. Because the key information is handled by the BPM solution it means the call centre can be in-house, outsourced or distributed or moved between these methods easily. It also massively reduces the cost of expensive CRM solutions etc. This saves millions for larger Call Centre companies while improving their customer service significantly.