Broker Assistance

Broker Assistance Limited Drives Down Call Costs

ABOUT BROKER ASSISTANCE LTD
Type: Insurance
Location: England
Configuration: IVR, Skills-Based Routing, CTI, Unified Messaging, Media Blending, Progressive Dialling, SMS
Website: www.broker-assistance.co.uk

CUSTOMER NEEDS

  • To expand its operation ensuring disaster recovery
  • To reduce the amount of lost calls
  • To integrate customer databases with the telephony system
  • Outbound automation using media blending and SMS technology
  • A cost effective link between two geographically dispersed sites

SOLUTION COMPONENTS

  • Mitel Communications Platform
  • Interactive Voice Response (IVR)
  • Skills based call routing
  • Database integration using Computer Telephony Integration (CTI)
  • Progressive dialler
  • Voice over IP (VoIP)

RESULTS

  • Abandoned calls reduced from 30% to 3% within one month
  • Time freed for customer service representatives to make outbound service calls and SMS texts
  • Pro-active customer service calls reduced inbound calls by 3000 in one month
  • Significant reduction in inter-site call costs


 

 

Share

Watch

Ask Mitel

Have a question? 3 ways to contact mitel & Get Answers:

CALL OR CHAT

  • 1-866-641-8082
  • Monday-Friday,
  • 8am-6pm ET
Chat Now

Submit Question

Contact a Mitel Sales
Representative 24/7.

Submit Question

How to Buy

Connect with Mitel and our authorizedPARTNERS for solutions that are tailored for you.

FIND A PARTNER