ChallengeTo improve poor customer experience that conflicted with company values, needed to identify technology fit for purpose and team empowerment to assist customers.
SolutionVonage Contact Center for Salesforce
ResultsFirst contact resolution rose from 78% to industry-leading 87%; efficiency has escalated, with headcount falling from 97 to 84 while handling the same number of contacts; employee satisfaction in the contact centre has rocketed; average call handling time was reduced by 20 seconds; Number of calls per period per adviser increased from an average 6 calls per hour to 8 calls per hour.
Vax’s Customer Metrics Surge with Vonage Contact Center for Salesforce
Customer experience is a top priority for Vax. True to its innovative products, Vax uses the latest in cloud technology from Vonage to achieve amazing results in its customer contact centre:
§ First contact resolution has risen from 78% to an industry leading 87%
§ Efficiency has escalated, with headcount falling from 97 to 84 while handling the same number of contacts
§ Employee satisfaction in the contact centre has rocketed from being the lowest ranking department in the organisation to the highest
§ Average call handling time has been reduced by 20 seconds
§ Number of calls per period per advisor increased from an average of 6 calls per hour to 8 calls per hour
How has Carole Edwards, Head of Customer Contact, managed this change? It has been no mean feat; when Carole joined Vax from Vodafone she says “what I found had no resemblance to a customer contact centre. The customer experience was poor and conflicted with our company values where the customer is at the heart of our business. The technology was not fit for purpose and the team were not empowered to make the right decisions for our customers”. Wanting to start afresh, Carole prepared a plan for transformation.
Upgrading contact centre processes, people development and engagement
Carole’s new team started by fixing process issues, analysing why customers were calling and how they were being handled. New workflows were quickly put in place and 100 advisers were given powers to resolve problems for customers. This helped to reverse the low levels of employee engagement. By re-designing job roles, creating new personal performance development (PDP) plans and incentivising the right behaviours, the team began to feel good about coming to work.
Setting new objectives for the contact centre, aligned with a new set of measures for the balanced scorecard, meant that, for the first time, advisers knew what to do and could judge their progress on that journey. Soon after this was achieved, Carole realised that advisers’ ability to deliver fantastic customer experience was hampered by archaic call centre technology. “If a customer called 5 times in a day we would ask them who they were on each occasion... we didn’t know our customers. We couldn’t improve handling times; customers had to repeat themselves. Our advisers were now highly motivated to do the right thing for customers but the technology didn’t support the team”.
Deploying Vonage cloud contact centre technology
Carole says it was important to build a business case, however, influencing the business to invest in new technology was not easy. They had many questions. What were the benefits in terms of improved customer retention? What costs savings would there be? What could Carole promise? The great news was the Board agreed to the change and with a brief of what was needed Carole visited Call Center Expo ready to buy: “We looked at the stands other people were visiting, saw what was generating interest and quickly spotted the appeal of Vonage Contact Center.
Vonage provided consultancy advice during the fast implementation. It was critical to get this right as Vax was due to move offices within months. The cloud contact centre solution from Vonage needed to work seamlessly on both old and new sites. Carole was meticulous in planning the transition period, providing regular face-to-face updates for all the advisers and putting posters on the walls explaining the imminent changes as well as making training with Q&A sessions available. The results – a revolutionised contact centre for Vax.
Since the successful implementation, Vonage has delivered huge upturns in both experience and efficiency for Vax:
Optimised call routing. The Universal Call Distributor (UCD) links to Salesforce and guarantees the best possible routing for customers when they call. Using CLID to identify customers and make intelligent routing decisions based on whether a case exists or if it is an escalated call and the customer has made a previous complaint. The IVR can be bypassed; for example, if the caller phones back within 5 weeks they will get the same agent as previously, to help the customer from unnecessarily repeating information. Equally, if the caller gave a low NPS on a previous call, they will be routed to a special Advocate Adviser.
Better and more personalised customer service. Thanks to a 360-degree customer view, advisers can gain insight immediately into a customer’s previous purchases, issues, activities or social presence and respond to them in an informed way.
Great adviser experience. Within only 2 days of the NewVoiceMedia implementation the advisers were using the system as if they never used any other, according to Carole. The simple interface was an added bonus; engaged employees were soon delivering better results with engaged customers.
Workforce Management. In addition, Vax is using Vonage Workforce Management option to optimise staff utilisation. Part of this is the quality tool to assess the performance of advisers and make sure Vax offers the best experience to customers.
Contingency operations. The cloud technology means that advisers can log into Vonage Contact Center with Salesforce integration wherever there is a phone line and internet connection, meaning Vax can operate in the event of a disruption or disaster.
“I have to pinch myself. We’ve got a great new contact centre and highly motivated customer engagement team. Previously, we had people upset on the floor; there were numerous complaints from customers - it’s such a step change. The team have done an amazing job. I’m delighted for our customers. We’re working at the next level.”
Carole Edwards, Head of Customer Contact, Vax