Norsk Tipping is one of the largest employers in the Norwegian region of Hamar. As Norway’s National Lottery organization, it supports 2 million players and around 4000 registered agents who handle its ever-growing range of games. Head of Customer Service Trond-Olav Asperud describes how the company has used Bright Index to measure key performance indicators biannually since 2005.
“Digital technology delivers totally new opportunities when it comes to developing new types of betting and gaming. The challenge for employees in Customer Service is to not only assist agents, but man the Help Desk too, offering direct help to players via email, chat and phone.”
The outstanding skills of the staff have generated a lot of customer satisfaction, but also some headaches for Trond-Olav, as the Call Center has become an increasingly important source for internal recruitment at Norsk Tipping. At the same time most employees are very loyal, so Trond-Olav has double reason to be happy.
With his sales and service background, Trond-Olav realized that even a national lottery monopoly needs to keep a tight check on relevant benchmarks around efficiency and working hours.
“We wanted a partner who could help us measure key performance indicators on efficiency and service. Bright had both the competence and the relevant benchmarks. Today around 40 people including team leaders and managers work in Customer Service and all of them have an excellent picture of how things are.”
Following the most recent Bright Index report Norsk Tipping’s goal is to return to the required levels of quality and efficiency. The number of calls and queries to the Call Center are growing all the time, so there is a continuous need to keep expanding the staff and their skills.
“Customer satisfaction is central for us, but the issue could be prioritized even higher. We need to know how well we are meeting the needs of our customers, both agents and players, and as we see it,” Trond-Olav says, “Bright has just the right tools for this.”