Vodafone UK installs new virtual contact center solution for Cheshire Building Society

2010-02-16 - Vodafone UK has completed a new communications network and a virtual contact center solution for Cheshire Building Society. According to Vodafone, this will deliver 100,000 pounds cost savings to Cheshire.

Vodafone's service means customer service agents can be located and linked by a Multi-Protocol Label Switching (MPLS) network, wherever they are based. This has also allowed for centralized services, located at the head office in Macclesfield, to be distributed to Cheshire's 42 branches.The solution has also meant that Cheshire can grow their number of contact center agents by basing them at locations other than head office while still providing a seamless customer experience.

Better call routing to enhance service level
In addition to the installation of MPLS network, Vodafone has implemented Nortel Contact Centre 6 Suite alongside Nortel’s CS 1000M IP communication server, which allows Cheshire to set up the handling of calls to best serve their customers. For Cheshire, this means their customers can continue to call their local branch - and if the branch is not able to handle their call at that moment, it is quickly routed to a customer services agent in the virtual contact centre. The improved call routing means that more calls can be handled and answered more quickly, giving an improved level of customer service. In addition, Cheshire now has one, easy to understand report of all inbound and outbound calls at all locations.

"The team at Vodafone took the time to understand both our technical requirements and our business plan and provided us with a fully converged solution, to support what our customers want," said Richard Basham-Jones of Cheshire Building Society. "We have now improved our customer service through integrated sales channels and increased our flexibility, all whilst lowering costs. The contact centre will also be able grow in line with future strategy."

The new infrastructure has also played a significant part in revolutionising Cheshire’s estate agency business – improving customer experience by providing a virtual contact centre between all branch locations and centralized agents. Vodafone also upgraded the building society’s existing Workforce Management solution with the Witness WFM which helps Cheshire manage its customer contact centre resources more effectively.


Author(s): CallCenterInternational

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