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Truphone calls for true cloud technology to enhance customer experience
The global mobile network provider has transformed its customer experience as it prepares for rapid growth
Currently operating in eight countries, Truphone was recently shortlisted for the Best Enterprise Mobile Service at the Global Mobile Awards (part of the Mobile World Congress in Barcelona). In the same week, it was voted best MVNO at the Telecoms.com awards, held in the same city. The business has grown significantly in recent months and is now ranked 10th of 2,272 global telecommunications providers¹. With further customer growth predicted in the next year; Truphone needed a global contact centre solution that could handle its rapid expansion, while offering the latest features.
ContactWorld for Service, with Salesforce integration, gives Truphone complete scalability as the business grows, enabling new functionality and consultants to be added in minutes. The company operates a 24/7 multilingual operation across multiple call centres and its highly trained, knowledgeable agents, which are set to increase from 75 to 300 this year, need to be supported with a continually evolving knowledge base and the up-to-date status of mobile networks around the world.
Truphone now benefits from immediate access to a customer’s entire history of interactions from one screen and the ability to manage multiple languages. Its advisors provide service in six languages and ContactWorld directs the caller to the right agent every time. Real-time monitoring means calls can be switched between the contact centres to make the most of resources, minimising costs. Customer service consultants are also able to make calls directly from within Salesforce with the click-to-dial function, saving time and improving call connections.
As users log into the same system wherever they are, agents can work from any location, with everything being managed through a real-time window into the entire contact centre operation.
Rod Sheriff, Executive Director of Customer Service at Truphone, comments, “NewVoiceMedia has provided us with a reliable contact centre solution that can easily scale as the business grows, while enabling us to greatly improve our customers’ satisfaction. Customers now benefit from a completely personalised experience every time and we’re pleased to have reduced our average call waiting time to 13 seconds. We’re now looking forward to deploying additional technology from NewVoiceMedia, including social media routing, which will enable us to route callers based on social media data. This will provide us with a more holistic view of the customer and enable us to provide a better quality of service”.
Jonathan Gale, CEO of NewVoiceMedia, comments, “With offices in four continents, our true cloud technology is ideal for delivery of a consistent level of service, while being flexible and easily scalable as the business grows. We’re delighted that Truphone has made such significant improvements since implementation”
For further information, download the case study at www.newvoicemedia.com
¹ SIGNL, January 2014