In the ever-competitive banking sector it's crucial to keep your customers happy in the most cost-effective way. And with banks and building societies across the UK actively reducing their high-street presence in favour of cheaper online operations, customer contact at the branch or on the phone needs to justify its higher overhead by delivering real value to the end user.
Against this backdrop, Coventry Building Society * was looking to enhance the level of customer service across its 49-site branch network and contact centre, which was operating close to capacity. Having recently adopted a more aggressive commercial stance the Society needed to handle an anticipated rise in incoming calls. It also wanted to make its branches much more effective sales vehicles whilst increasing productivity and staff satisfaction. Crucially, these objectives needed to be realised cost-effectively.
Working in partnership with BT, Nortel provided an IP-based virtual contact centre solution centred on the Nortel Communication Server 1000 , providing a scalable IP telephony platform which supports the call centre functionality of the Nortel Contact Center Manager Server .
The Nortel Business Communications Manager 200 was installed throughout the branch network to provide a converged voice and data platform. Nortel Survivable Remote Gateway software was added, to enable centralised VoIP call processing which is essential for creating a distributed virtual contact centre environment, and to enable branch survivability in the event of a network failure.
The Nortel CallPilot unified messaging system gives staff a single mailbox to access voice and fax messages, whilst the Nortel IP Phone 2004 is equipped with display screens to replicate contact centre functionality anywhere on the network.
Results & Benefits
- Virtual contact centre functionality has enabled Coventry Building Society to manage growing customer contact demand without acquiring additional office space.
- Enhanced customer service because employees anywhere across the branch network can now log on as contact centre agents, maximising efficiency and improving customer satisfaction.
- Reduced network costs as the Building Society has significantly lowered the cost of branch connectivity by deploying a converged communications infrastructure.
- Investment protection as Coventry Building Society has maximised the return on its existing assets through IP-enabling its previous Nortel technology investments.