West Bromwich Building Society is reporting a fifty per cent reduction in customer response time within its call centre operations, with the installation of a new multimedia contact centre solution from communication firm Damovo.
The building society was previously taking 5000 calls a week, with around 75 per cent of calls being answered in 30 seconds or less. In contrast, the new centre is currently taking around 7500 calls, with over 80% of calls being captured in 15 seconds. The site itself has also been substantially refurbished, creating a more efficient environment for its employees, notes the firm.
The contact centre is based in West Bromwich and houses 150 operators. Despite a recent doubling of the workforce, there are plans to grow the contact centre by 350 per cent in the future.
Dave McKay, general manager, business change and customer operations, West Bromwich Building Society, comments: "With 500,000 customers West Bromwich Building Society needed a customer-focused contact centre which could offer a leading edge service via e-mail and other multimedia applications, increase profitability and sustain a competitive advantage. Damovo has delivered this for us on time, on budget and above expectations."