Case Study: Callcredit

How we help Callcredit reduce costs by 20% while retaining real-time control.

The Problem

As well as being the UK’s second largest credit rating agency, Callcredit provides contact centre services for businesses and government bodies. Callcredit needs the ability to rapidly make changes to services for a range of clients but it could take up to two days for its service provider to provision new call flows or modify existing ones. Meanwhile, maintaining on-site IVR servers added to its already substantial IT overheads.

Callcredit wanted the freedom and the efficiency of being able to provision its own call flows but it also wanted the option of occasionally outsourcing this task during busy times so that managers could concentrate on other high-value tasks.

The Solution

storm® provides an intuitive portal which overlays Callcredit’s existing contact centre equipment, enabling managers to provision service changes across hundreds of agent seats at the click of a mouse. Callcredit now has a fully resilient platform with built-in disaster recovery, ensuring that the customer front-line for all of its campaigns is secure. Co-location and multiple layers of redundancy are provided in the storm cloud, avoiding the need for Callcredit to pay for server storage or maintenance and resulting in a low total cost of ownership. Thanks to the storm solution, Callcredit’s costs for IVR fell by 20% while service changes can be made within minutes.

Real-time reports on all contacts are displayed on the storm dashboard so that Callcredit and its customers have the business insight they need to respond immediately to changing situations. During busy times, Content Guru’s support team assists with making service changes, ensuring a 24-hour turnaround no matter how complex the request.

The Problem

As well as being the UK’s second largest credit rating agency, Callcredit provides contact centre services for businesses and government bodies. Callcredit needs the ability to rapidly make changes to services for a range of clients but it could take up to two days for its service provider to provision new call flows or modify existing ones. Meanwhile, maintaining on-site IVR servers added to its already substantial IT overheads.

Callcredit wanted the freedom and the efficiency of being able to provision its own call flows but it also wanted the option of occasionally outsourcing this task during busy times so that managers could concentrate on other high-value tasks.

The Solution

storm® provides an intuitive portal which overlays Callcredit’s existing contact centre equipment, enabling managers to provision service changes across hundreds of agent seats at the click of a mouse. Callcredit now has a fully resilient platform with built-in disaster recovery, ensuring that the customer front-line for all of its campaigns is secure. Co-location and multiple layers of redundancy are provided in the storm cloud, avoiding the need for Callcredit to pay for server storage or maintenance and resulting in a low total cost of ownership. Thanks to the storm solution, Callcredit’s costs for IVR fell by 20% while service changes can be made within minutes.

Real-time reports on all contacts are displayed on the storm dashboard so that Callcredit and its customers have the business insight they need to respond immediately to changing situations. During busy times, Content Guru’s support team assists with making service changes, ensuring a 24-hour turnaround no matter how complex the request.

Before

After

Callcredit needed to balance automation with providing excellent service, adapting to the changing needs of customers across a range of sectors. storm® services can be rapidly adapted to clients’ precise requirements so that callers can self-serve or get to the relevant agent.
A majority of calls are simple enquiries requiring standard information but they can prevent complex, time-sensitive enquiries reaching agents. storm connects callers to simple information and routes to appropri¬ate skill groups, freeing up agents for comp¬lex enquiries that demand their time.
Making service changes used to take days, reducing Callcredit’s ability to deliver for its clients and leading to a less satisfactory experience for callers. Callcredit can make service changes in minutes and share best practices across clients; at busy times, they can use Content Guru’s expert resource to help.
Callcredit paid maintenance costs for expensive on-site servers and devoted resources to supporting them; upgrades also required large capital expenditure. storm reduced overall costs by 20%, eliminating maintenance fees, freeing up IT staff for other projects and providing a seamless roadmap for upgrades.

How it Works

  1. Callcredit managers log onto the storm® online portal to design and provision their own IVR services.
  2. For time-critical briefs, managers can email a diagram of a desired call flow to Content Guru solution consultants who can update or create it on their behalf.
  3. Contacts to a Callcredit contact centre route to the storm platform where they are processed through IVR; some are dealt with via self-service.
  4. Callers are connected via Callcredit’s existing contact centre equipment to agents with the relevant skills.
  5. storm’s reporting dashboard allows Callcredit managers to monitor call volumes and to respond to changes by modifying services if necessary.
storm®’s cloud model gives us the flexibility to adapt services to the precise needs of any customer organisation, quickly and efficiently. We can build services ourselves and create our own intellectual property using the powerful tools available on the platform, which can then be shared and repurposed for different customers. In addition, when we’re under pressure, the Content Guru team works closely with us to ensure that we can rapidly turn around even a highly complex new service, impressing our customers and keeping our management overheads to a minimum.”

Cyril Law, IS Delivery Director, Callcredit Information Group.

Learn More

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