Our work with Vax Download Case Study

Customer experience is a top priority for Vax. True to its innovative products, Vax uses the latest in cloud technology from NewVoiceMedia and Salesforce® to achieve amazing results in its new customer contact center:

  • First contact resolution has risen from 78% to an industry leading 87%
  • Efficiency has escalated, with headcount falling from 97 to 84 while handling the same number of contacts
  • Employee satisfaction in the contact center has rocketed from being the lowest ranking department in the organization to the highest
  • Average call handling time has been reduced by 20 seconds
  • Number of calls per period per advisor increased from an average 6 calls per hour to 8 calls per hour

I have to pinch myself. We've got a great new contact centre and highly motivated customer engagement team. Previously, we had people upset on the floor; there were numerous complaints from customers - it's such a step-change. The team have done an amazing job. I'm delighted for our customers. We're working at the next level.

Carole Edwards
Head of Customer Contact

Sell more. Serve better. Grow faster
Book a demo