YELLOW PAGES, NETHERLANDS

NEC Philips Unified Solutions recently delivered a contact centre solution to the Gouden Gids (literally 'Golden Guide', the Dutch version of Yellow Pages) company in the Netherlands, which makes selling advertisements in its publications (telephone directories in book, CD and web-based forms) much more efficient.

The Netherlands is split into 26 regions, each with its own directory, meaning that a new directory is produced every two weeks, on average. Wim Pullens, Manager Professional Service at NEC Philips in the Netherlands, explains that NEC Philips integrated the contact centre solution with the company's CRM and ERP applications, thus enabling its agents to personalise their customer calling campaigns to new and existing clients. It selects and dials numbers for the agents and incorporates a vastly improved reporting procedure.

The company's goal was to increase sales. Thanks to the solution, supervisors now have an exact picture of performance, by group and individual call agents. The solution also enables agents to record calls as proof of purchase, thus avoiding disputes.

The Gouden Gids also operates in Belgium and Ireland, and is currently expanding the NEC Philips solution to cover all three countries.