Essent Kabelcom opts for e-learning by Effecta

Essent Kabelcom improves the accessibility of its helpdesk with a virtual contact centre based on the Information Provider telephony solutions of Avaya. The Internet Service Provider (ISP) can dynamically route calls between the contact centres in Amsterdam and Groningen. Customers can more quickly get to speak to the right agent and calls are processed more efficiently.

200 agents offer support to end users of Internet services in the Essent Kabelcom contact centres in Amsterdam and Groningen. Essent Kabelcom has opted for an e-learning application of Effecta Learning to ensure that agents quickly learn the ropes in relation to the new telephone system. They will, thus, save on costs related to courses and employees themselves can decide when they will follow the course.

"The e-learning solution that Effecta has developed offers Avaya customers high added value. On the one hand, the planning related to class-based courses does not take place because employees train themselves and, on the other hand, the solution has a lasting nature. New employees can train themselves quickly and the application is also available after the course has been completed as a reference book," says Melvin Harmsen (Client Executive at Avaya).