Case Study: Intelligent call routing boosts customer service

Environmental company, the green house, has deployed a telephony solution from NewVoiceMedia.

The environmental specialist’s 25 employees had been finding it difficult to handle its estimated 20,000 outbound and 13,000 inbound calls each year, but wanted to maintain the first-rate customer service that clients expected.

It decided to resolve this by implementing Salesforce CRM and integrating NewVoiceMedia’s ContactWorld for Service technology.

ContactWorld is a cloud solution which provides a fast and personalised response and improved overall service and satisfaction levels, while reducing the company’s expenditure.

The business has gained full visibility of its contact centre operation through in-depth reporting, which offers the green house control over its customer experience.

Callers now benefit from optimised intelligent call routing, meaning that they are connected to the appropriate team member more quickly than ever before. A screen pop then provides the call handler with the client’s details based on call history, IVR or CRM data, enabling them to deliver a well-informed, personalised service. The company also benefits from call recording, which is essential for training staff on a variety of situations.

As ContactWorld for Service is based in the cloud, the company can be much more responsive, since all consultants need is a phone, computer and internet connection, enabling them to log in anywhere, at any time. This can prove particularly useful if situations such as extreme weather make it difficult for employees to make it safely to the office.

“The technology fairly distributes calls between staff, so clients don’t have to worry about being on hold or any calls going unanswered,” said Robert Twiselton, Managing Director of the green house. “Together with the more personalised service we are able to offer, our customer satisfaction has improved considerably.”

“As a rapidly expanding business, the green house wanted flexible, scalable telephony with no system barriers to hinder that growth,” said Jonathan Gale, CEO of NewVoiceMedia. “The business is now benefiting from true cloud contact centre solutions that enable them to deliver excellent service to clients every time they call, and on-demand expansion of services in line with growth.”