Peoples Heritage Financial Group Creates Virtual Call Center With Teloquent

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Peoples Heritage Financial Group, a $9.8 billion multi-bank and financial services holding company, announced this week that it is using Teloquent's Distributed Call Center solution to expand its PhoneBank teleservices to a new call center in Keene, NH.


The new PhoneBank location will enable Peoples, which owns and operates several New England banks, to provide quality community-based services for its local customers, take advantage of New Hampshire's skilled labor resources, and expand beyond a competitive labor market in Portland, ME, where the company and its primary call center are headquartered.


Peoples will be able to direct incoming customer service and sales calls to the most appropriate PhoneBank agent, which may now be in either the New Hampshire or Maine location. Teloquent's skills-based routing technology detects the type, nature or origin of the call and then transfers it to an agent in the appropriate location or skill group.


"Using Teloquent's technology to create a virtual call center, we are able to respond to customer inquiries quickly, accurately and with fewer transfers and call-backs. We also are providing excellent jobs for the local community," said Doug Smith, PhoneBank vice president, Peoples Heritage Financial Group.
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