Carole Nash improves call centre productivity
Carole Nash has engaged Vodafone UK to install a new workforce management system that has improved its contact centre operations.
The motor cycle insurer is expecting to recoup costs on the new solution within 16 months as productivity and efficiency are enhanced.
The system integrates web, online chat and self-service options, helping contact centre staff to deliver an improved level of customer service with less infrastructure and staff overheads.
By implementing Work Force Management and Work Force Operations solutions, the insurer has been able to grow its business with less staff, while at the same time improving overall levels of customer service.
In the first three months, contact centre opening hours were increased alongside a 3.5% saving in staff costs through improved shift scheduling.
The system has also seen Carole Nash achieve a 50% increase in outbound dialling, to support marketing efforts.
The firm’s operations director, Dave Bowcock, comments: “The dedication and support of Vodafone’s skilled account management, project management and installation and support teams helped us to deliver the solution on time, and on budget.”
In other Carole Nash news, the company recently secured a three-year partnership with Harley-Davidson Financial Services and will be providing cover for 7,500 existing policyholders who will benefit from various upgrades as a result of the switch.
Category: Companies News, Insurance News
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