Implementing Impact 360® Quality Monitoring improved customer service. Today, there are over 500 CSRs using Impact 360 who are split into teams handling different product areas, from group and personal pensions, to savings and investments. The contact center handles in the region of 60,000 calls per month. A number of random calls are retrieved and analyzed each day by section managers who can mark and score the quality of service and therefore, understand the overall customer experience. This monitoring process has benefited enormously from the introduction of Impact 360. Not only has the time spent monitoring been significantly reduced – almost 50% – this has also helped with the identification of specific training needs for each CSR. Section managers are saving up to 10 to 15% of their working day on evaluation and feedback, freeing them to spend time on other important tasks.