Case Study: Concierge Service Improves Personalisation

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ContactWorld for Service has enabled Quintessentially Lifestyle to offer a unique and personalised experience.

The NewVoiceMedia technology, which integrates with Salesforce, provides real-time visibility of call queues and handling times around the world, which is vital for the business in ensuring members receive a consistently outstanding service.

In 2013, the luxury lifestyle management company’s SLA levels were over 96%, abandonment was less than 1% and the average speed to answer was six seconds.

A ‘no-IVR’ environment allows all incoming calls to be immediately answered

The company operates a ‘no-IVR’ environment whereby personnel immediately answer all incoming calls.

Members are recognised by their phone number, whether mobile, office or home line, and a ‘screen pop’ together with ‘audible whispers’ identifies them to the Lifestyle Manager – often providing valuable additional information as well.

The solution offers advisors access to a customer’s history of interactions from one screen, and consultants can make calls directly from within Salesforce with the click-to-dial function – saving time and improving call connections.

The company can also redirect callers to advisors in other offices, linking calls directly to cases through Salesforce.

Flexibility and scalability

Platform performance is also assured and, as the business grows, the solution ensures complete flexibility and scalability – enabling new functionality and consultants to be added in minutes.

“With NewVoiceMedia, we have found a technology partner that truly understands our company and the high standards our customers expect,” said Paul Drummond, Commercial Director and Co-Founder at Quintessentially Lifestyle. “Exceptional service is core to our business and we are constantly striving to deliver world-class experiences to customers, each and every time. ContactWorld is helping us to deliver on this vision, as we can now offer a consistently personalised service, while improving the satisfaction of our lifestyle managers.”

Jonathan Gale

“Quintessentially recognises that its high net-worth global customer base expects a consistently outstanding experience every time and is taking advantage of our cloud contact centre solutions, which enable them to deliver excellent service to customers, every time they call,” said Jonathan Gale, CEO at NewVoiceMedia. “We’re thrilled to be helping Quintessentially deliver on its vision which is so integral to its core values.”

For more information about NewVoiceMedia, visit their website.

Author: Megan Jones

Published On: 13th Aug 2014 - Last modified: 12th Dec 2018
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