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Broker Assistance Limited Drives Down Call Costs

ABOUT BROKER ASSISTANCE LTD
Type: Insurance
Location: England
Configuration: IVR, Skills-Based Routing, CTI, Unified Messaging, Media Blending, Progressive Dialling, SMS
Website: www.broker-assistance.co.uk

CUSTOMER NEEDS

To expand its operation ensuring disaster recovery
To reduce the amount of lost calls
To integrate customer databases with the telephony system
Outbound automation using media blending and SMS technology
A cost effective link between two geographically dispersed sites

SOLUTION COMPONENTS

Mitel Communications Platform
Interactive Voice Response (IVR)
Skills based call routing
Database integration using Computer Telephony Integration (CTI)
Progressive dialler
Voice over IP (VoIP)

RESULTS

Abandoned calls reduced from 30% to 3% within one month
Time freed for customer service representatives to make outbound service calls and SMS texts
Pro-active customer service calls reduced inbound calls by 3000 in one month
Significant reduction in inter-site call costs

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Quote

"We now deliver an exceptional service with the measuring and forecasting tools in place to enable us to expand our operations by the planned 50% without it impacting on customer service."

Steve Rigby, operations director,
Broker Assistance Limited