The UK-based company had previously outsourced customer services, but selected ContactWorld to handle support calls when it moved the department in-house, to focus on an improved customer experience and gain complete control of operations.
“We brought our customer support in-house in an attempt to offer the very best possible service, and have certainly achieved this since deploying ContactWorld”, explains Emanuela Azzarello, Customer Services Manager at Ukash. “We now have complete visibility of our business metrics and have seen measurable improvements in the service we provide. We’ve reduced average handling time, achieved call abandonment rates of 1 per cent, improved the management of our department and increased ROI on our previous model”.
Ukash Operations Director Shiraz Sonday, adds, “NewVoiceMedia not only provided us with a reliable and feature-rich contact centre, but delivered a completely flexible and scalable solution. We can add new country support lines within days and don’t require IT expertise to make changes. We’ve definitely got more control over our customer experience than ever before”.
Jonathan Gale, CEO, NewVoiceMedia, comments, “Ukash currently operates in more than 55 countries, so true cloud technology is ideal for delivery of an integrated and consistent level of service. It’s also scalable as the business grows, without the headache of integration, upgrades and maintenance. We’re very pleased that the company has made such significant improvements since implementation”.