CHALLENGES
“Our business model relies on a large marketing spend with Google which places our business at the top of the page for waste disposal or house clearances searches. To make sure we maximise on profitability, every call needs to be answered.
The previous UC solution was lacking intelligent call routing, reporting functionality and inflexible for remote working. As a result, a large number of called were being missed with an average order value of £350 each!
With only a small team, some of whom work remotely, and our Sales Directors now based in Prague, we needed a platform which could provide them visibility of the teams activity and live information to show the status of each agent.”
SOLUTION
“Our unique requirements included call routing, call handling plus the ability to call coach, barge, listen to call recordings and see live and historical call statistics – including for all our remote agents. UNIVERGE BLUE ENGAGE from NEC was the prefect solution.
Our agents love how intuitive the application is to use. All of the clever routing is handled in the background so our staff can focus on their jobs and trying to turn calls into sales.”
Challenges
- Missed calls & missed business
- No intelligent call routing
- Limited remote working capabilities
- No contact centre functionality e.g. call coaching; barge;
- call recording
Solution
Results
- Improved customer experience
- Eliminated missed calls & missed business through call back, call routing & analytics
- Improved internal communications including remote workers via IM
- Increased profitability: 33%; Increased team efficiency: 61%; Lowered IT admin & costs: 16%; Improved communications: 100%
“THANKS TO UNIVERGE BLUE WE’VE SEEN A 33% INCREASE IN PROFITABILITY”
All of our agents love how intuitive the application is to use
EDWARD CAIN,
MANAGING DIRECTOR
ZERO WASTE GROUP
RESULTS
“Thanks to UNIVERGE BLUE we’ve seen a 33% increase in profitability as we are now speaking to every customer who calls in. With the previous system, by the time we had a report saying we’d missed the call, that potential customer had made a booking with an alternative provider.
Plus, the instant messaging facility allows us to keep in touch with all of our staff members, regardless if we are working in the office or remotely and without clogging up the phone lines.”
ABOUT
With a mission to recycle and re-use as much waste as possible – UK based Zero Waste Group have successfully diverted 92% of waste from landfill with over 50,000 customers.
“ALL OF THE CLEVER ROUTING IS HANDLED IN THE BACKGROUND SO OUR STAFF CAN FOCUS ON THEIR JOBS AND TRYING TO TURN CALLS INTO SALES”
