Volkswagen Upgrades UK Call Center

Volkswagen Financial Services (UK) Limited will use Witness Systems' eQuality software at Volkswagen's contact center in Blakelands, Milton Keynes as part of a quality assurance program it begins this month, Witness Systems said yesterday.

The Blakelands call center has 100 customer service representatives who handle 70,000 inbound and outbound calls monthly involving automobile finance agreements for Volkswagen Group brands sold in the United Kingdom.

Volkswagen expects eQuality Balance and eQuality Evaluation to increase first-call resolution and lower the average time it takes to handle a call.

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