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NewVoiceMedia helps Vax clean up at MCCF Awards
NewVoiceMedia, a global provider of cloud technology which helps businesses sell more, serve better and grow faster, has helped Vax win Contact Centre of the Year - over 50 seats, at the Midlands Contact Centre Forum Awards.
Run by The UK Contact Centre Forum, the Awards recognise the excellent people, processes and technology that make up the Midlands' contact centre sector, from over 700 contact centres across the region. Announced on Friday at an awards ceremony, the awards recognised winners chosen from hundreds of businesses that entered or were nominated for the titles.
With ContactWorld, built on the Salesforce platform, Britain's renowned floorcare brand has been able to offer its customer base a personalised experience, boosting first contact resolution to 87%, while improving employee satisfaction and business efficiencies. Average call handling has been reduced by 20 seconds, the number of calls handled by advisors has increased by 25%, and employee satisfaction within the customer service team has rocketed, from being the lowest ranking department in the organisation, to the highest.
"Customer experience is a top priority for Vax, so we're thrilled to have been recognised for our hard work with such a prestigious award," says Carole Edwards, head of customer contact at Vax. "With NewVoiceMedia's technology, we've got a great new contact centre, a highly motivated customer engagement team and efficiency has escalated. And as we now have a complete view of customer contact, we can offer customers an excellent, personalised experience, every time".
NewVoiceMedia's solution replaces legacy on-premise software that was not capable of supporting the company's anticipated rapid growth and offered limited visibility of customer interactions and reporting. Vax needed a robust platform with seamless salesforce integration, for a complete record of customer activity which would enable the business to provide a premium service.
The company now benefits from immediate access to a customer's entire history of interactions from one screen and incoming calls are intelligently routed based on Salesforce data. The company is also able to prioritise calls from key customers to improve handling time and customer satisfaction. Real-time reporting and analytics offer complete visibility of contact volumes, advisor performance and customer experience, enabling the company to improve business processes and the performance of individual advisors to ensure Vax continues to offer the best possible experience to customers.
ContactWorld also meets the company's requirements for a solution that can be customised in response to changing business needs. The technology ensures complete flexibility and scalability, enabling new functionality and consultants to be added in minutes. Furthermore, agents can log into the same system wherever they are, as all they need is a phone and internet connection, meaning they can work from multiple locations in the event of a disruption or disaster.
Security of customer data is also of critical importance to both businesses and Vax deployed ContactWorld PCI in order to securely accept card payments over the phone.
NewVoiceMedia is ISO27001 certified and has Level 1 PCI-DSS compliance, providing an equivalent level of security as many banks.
"I have to pinch myself," adds Carole. "We've got a great new contact centre, a highly motivated customer engagement team and efficiency has escalated. We now have a 360-degree view of customer contact, automatic logging of all call activity, and are able to recognise customers at the point that the call is answered and offer them an excellent, personalised service. Customer experience is a top priority for Vax and NewVoiceMedia delivers everything we were looking for, and more".
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29th October 2015