Vodafone UK implements call center system for Carole Nash

2010-02-22 - Vodafone UK announced that it has installed a new call center system at Carole Nash Insurance Services, a motorcycle insurance specialist. According to Vodafone, the solution has radically overhauled the way the contact center operates and improved customer service, productivity and efficiency, meaning the cost of the new system will be returned within 16 months.

The multi-media Contact Center solution integrates web, online chat and self-service options for the customers which helped contact center staff to deliver an improved level of customer service with less infrastructure and staff overheads.

Extension of opening hours
By implementing Work Force Management (WFM) and Work Force Operations (WFO) solutions, Carol Nash was able to grow its business with less staff, while also improving overall levels of customer service, Vodafone releases. Three months after the system was set up, opening hours of the contact center were increased from 8am to 8pm. Carole Nash expanded customer services opening hours to Saturday 9am to 5pm, while saving 3.5 per cent in staff costs through improved shift scheduling.

The Vodafone solution combined an Avaya R14 CMSsystem to manage all of the inbound calls and to route customers seamlessly to the most suitable agent; the TotalView Workforce Management system to best manage resource in the contact centre; Avaya's 4.0.1 predictive dialer for outbound marketing calls and Symon digital wallboards which allows agents to see in real time how long customers are waiting and the types of queries being received at any one time.


Author(s): CallCenterInternational

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