NewVoiceMedia, a leading global provider of cloud technology which helps businesses sell more, serve better and grow faster, today announced that Gigaclear is set to quadruple its customer base helped by its ContactWorld for Service solution.
Gigaclear provides ultra-fast fibre broadband – up to 1,000 Mbps – to rural properties, and has seen a phenomenal increase in business over the last year. Such a rapid expansion presents any company which is focused on improving its customer experience with significant challenges.
NewVoiceMedia offered Gigaclear a simple solution to help the company cope with its projected rise in call volumes while providing customers with a completely unique and personalized experience. As well as benefiting from immediate access to a customer’s entire history of interactions from one screen, NewVoiceMedia’s ContactWorld for Service solution with Salesforce integration intelligently routes incoming calls based on Salesforce data, meaning they can be handled by the most appropriate advisor, improving handling time and customer satisfaction. Furthermore, its real-time reporting, analytics and call recording functionality offer complete visibility of contact volumes, advisor performance and customer experience, enabling Gigaclear to improve processes such as workforce scheduling and the performance of individual advisors to ensure the company continues to offer the best possible experience to customers.
Following implementation, Gigaclear has achieved the following:
- Call abandonment rates are now at less than five percent
- 90 percent of calls are answered within 30 seconds
- Thanks to an improved workflow balance, the team can now handle double the number of emails
“We’re delighted that we’re able to answer 90 percent of calls within just 30 seconds,” comments Keith Floodgate, head of customer care at Gigaclear. “People don’t want to wait in queues. We track abandoned calls and the percentage of calls answered and have very stringent targets which we now routinely meet, meaning customers get a better service and hopefully, the outcome they’re looking for.
“With NewVoiceMedia’s call reporting, we can also ensure we always have agents available at peak times, and agents are happier because ContactWorld is delivering calls in a structured, measured way. It gives them time to complete the call wrap, own the customer problem, see their own performance and self-manage. But above all, customer experience is our priority, and NewVoiceMedia is helping us achieve this goal. Plus, as we grow, the platform can scale to help us ensure the service we offer continues to be industry leading.”
Jonathan Gale, CEO of NewVoiceMedia, adds, “It’s fantastic to see how Gigaclear has benefited since implementing ContactWorld. Not only does it benefit from a reliable, easy-to-use and feature-rich intelligent communications platform, but it now has completely flexible and scalable technology which will support the company throughout its significant growth this year and beyond, while reducing its capital investments."
For further information, download the case study.