Cunningham Lindsey gears up for seasonal demand by implementing cloud contact centre solution from NewVoiceMedia
Cloud-based technology provides agile, flexible and cost-effective solution to manage spikes in demand
13 December, 2011: Cunningham Lindsey UK, one of the world’s leading loss adjusting and claims management companies, has rolled out virtual contact centre technology from NewVoiceMedia across its 24/7 customer helpline operation. The claims management and loss adjusting business is using NewVoiceMedia’s ContactWorld solution to manage the upsurge in call volumes that often occur around Christmas due to extreme weather events.
The company’s Bristol-based IT service centre staff piloted the solution and its success has led to ContactWorld being implemented by their emergency helpline service, which is situated in Cardiff. As a result, Cunningham Lindsey now benefits from increased flexibility – trained claims staff can manage the overflow calls from home, or wherever they may be, effectively boosting the company’s response to any increase in demand.
Cunningham Lindsey’s customer helpline operates 24 hours a day, seven days a week. They are used to dealing with fluctuations in call volumes, but extreme weather conditions – flooding, storms and one-off disasters– can cause huge variations. Previously, the company would have had many appropriately skilled staff on standby, ready to come into the office on short notice, incurring extra cost for the business and inconvenience for staff. From now on, they will be able to scale up their operation easily and cost-effectively, in-line with their needs. With ContactWorld, the helpline’s trained staff can switch on their laptop and begin serving customers within seconds. This increased speed and flexibility means that the business is able to offer better service to clients and their customers as a result.
ContactWorld also offers advanced call routing functionality, meaning that the teams with the most appropriate skill set can handle the right calls, therefore offering a more personalised experience for clients.
Service centre director at Cunningham Lindsey, Steve Whetter, explained: “We’re used to dealing with fluctuations in demand, but to upscale effectively we need to be highly flexible and adaptable. ContactWorld ensures our infrastructure operates as seamlessly as possible, so that each customer receives excellent service, regardless of the season or weather pattern. We chose NewVoiceMedia as they ticked every one of our requirement boxes. What’s great is that we’re far more agile now, and with cloud technology we’re better prepared than ever before for any upsurge in demand.”
Jonathan Gale, CEO of NewVoiceMedia added, “Businesses live and die by their ability to provide fast, effective and personalised customer service and cloud technology has the ability to deliver this at a fraction of the price of on-premise alternatives. We’re extremely pleased to have been chosen by Cunningham Lindsey to help them plan for peaks in call volumes over Christmas. Not only are they able to upscale their staff numbers quickly with little hassle, but their customers are also benefitting from a more tailored service due to improved call routing. An effective home working strategy also offers a huge boost to staff morale providing improved work-life balance to employees. Furthermore it takes the worry out of travelling to the office during adverse weather conditions allowing staff to work as effectively from home as in the office. The Cardiff-based helpline now has a fully integrated true cloud service, which is capable of ensuring that the company can provide a fantastic service, now and in the future.”
ContactWorld from NewVoiceMedia is an enterprise-class contact centre, delivered via a true multi-tenant cloud architecture. Our customers benefit from fast, flexible and cost effective access to contact centre capabilities that would normally be very complicated, expensive and slow to acquire, integrate and use.
ContactWorld offers customers an incredibly rich suite of integrated call centre technologies. We leverage the cloud to provide complex data driven routing of calls so they are delivered to the correct agents. We provide them the technology and information to resolve more enquiries first time, resulting in a more rewarding interaction between agents and customers.
The ContactWorld platform provides a market leading 99.999% service availability SLA, and processes hundreds of millions of calls, for thousands of agents working across the globe. We have customers in 14 countries on 5 continents, including Berry Bros & Rudd, Long Tall Sally, QlikTech, Royal Mail, SHL Group and Parcelforce. For further information, please visit www.newvoicemedia.com
NewVoiceMedia PR contact:
Tel: +44 (0)7979 802 387
Email: [email protected]
Cunningham Lindsey United Kingdom
Cunningham Lindsey is a leading provider of claims management services to the insurance market. The company’s expertise is deployed 24 hours a day, 365 days a year across a wide range of disciplines, from risk management to the handling of subsidence claim portfolios, as well as technical loss adjusting.
In the UK they have over 1,850 staff located nationally throughout the UK in 24 offices. Within the Cunningham Lindsey Group they operate in excess of 60 countries, with more than 600 offices and over 7,000 employees.
Further information can be sourced from www.cunninghamlindsey.com/uk