Case Study: WorldRemit Improves Efficiency

WorldRemit is using NewVoiceMedia’s ContactWorld solution to enhance its customer experience and improve business efficiencies.

The solution

The online money transfer service signed a three-year agreement for ContactWorld for Service which it implemented alongside its deployment of Salesforce.

The solution integrates with Salesforce to ensure all customer interactions are tracked and service levels measured, providing the company with communications that are complementary to its Salesforce system.

The company selected the technology, which replaces inflexible, on-premise software, for its scalability, detailed reporting and omni-channel capabilities, in order to offer the best possible customer experience and improve business efficiencies.

The results

Agents now benefit from immediate access to a customer’s entire history of interactions, and inbound calls are intelligently managed and routed, ensuring callers are connected to the right team member – improving handling time and customer satisfaction.

With a cloud environment, the company also benefits from a flexible platform for growth and reduced capital investments. 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.

The platform offers a real-time window into the entire contact centre operation, so agents can be easily managed, and customisable reports allow the company to expose where improvement opportunities exist.

“We are pleased to be live with ContactWorld following a fast deployment, and on track to improving our customer and employee experiences while enabling our business to operate more effectively,” said Rod Sheriff, VP of Operations and Customer Experience at WorldRemit. “The solution has already helped us realise substantial cost savings and will ensure we can scale as the business continues its rapid growth trajectory.”

“With ContactWorld, WorldRemit can deliver on its mission to offer a consistent, personalised experience to its customers, and is easily scalable and highly cost-effective when compared with on-premise or even other hosted contact centre solutions,” said Jonathan Gale, CEO of NewVoiceMedia. “We are excited to be working with WorldRemit and look forward to seeing the company and its customers recognise the benefits of our solution.”

For more information on NewVoiceMedia, visit their website.