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"ContactPartners has helped us achieve significant
improvements in call answer rates and customer satisfaction,"
explains Chris Burke, Resource and Planning Manager.
Managing calling peaks in a busy contact centre can be
challenging. ContactPartners helped us rise to the challenge
by implementing "QueueBuster" - intelligent call management
technology which invites callers to leave their contact details and
then hang up, before joining the queue on the customer's behalf and
calling them back once an agent becomes available.
Operational benefits have also been compelling. Advisors
are more engaged as they feel they are doing a better job for
customers and shift planning is much easier as small, planned and
unplanned rises in call volumes can be managed without increasing
staffing levels and incurring unnecessary expense.
Last but not least, ContactPartners' deep understanding of
customer contact and how to leverage technology to optimise the
customer experience is impressive and their working style makes
them a trusted and valued partner."
Chris Burke, Resource and Planning Manager