Following an extensive evaluation period it was clear that the reliability of their old system was not good enough to support the anticipated company growth. They established strategic goals that stated their telephony system needed to be easier to use, better organised and communicated an increased trustworthiness of its brand. NewVoiceMedia fulfilled their goals by:
- Implementing quickly, an easy setup, with effortless management resulting in minimal agent training requirements.
- Creating better customer service through hold messages that answer customer questions and point to the relevant department, as well as providing customers with a free 0800 number.
- Providing the ability to make normally desk-based agents into remote workers, during times of bad weather.
Winter can certainly be a challenging time as a result of adverse weather conditions, but ContactWorld enables us to maintain the superior levels of service which have been at our heart for over 300 years. The flexibility and ease of use of the solution meant that it was simple for us to divert all calls to our agents homes and provide continuous service to our customers - no mean feat when all around us was grinding to a halt!