IDG Direct
IDG Group is the world’s leading technology media, events and research company, with a worldwide audience of over 280 million buyers. IDG’s Irish contact centre, IDG Direct uses Quvu to oversee its activity. General manager John Moran talks about his experience:
“Having Quvu has fundamentally changed the way I manage my contact centre. At any one time I have 100 people on the phones to countries all over the world. Before I got Quvu, analysing staff statistics was a very labour intensive progress and could not be done in real-time. Also, if I wanted to listen to a call it had to be done manually. Now with Quvu I have instant access to real time data on all my staff, on the screen in front of me. It shows if they’re on a call, how long the call has been or how long since they’ve been off a call. I have access to their stats for the day, week, month or year, and by clicking on their icon I can instantly listen to their call.”
“Quvu is provided via an entirely cloud-based system, so there is no requirement for hardware servers on our site. The real icing on the Quvu cake is that all I need to use it is my tablet and Wi-Fi, so I can manage my team from anywhere, and I mean anywhere. Only last week I had a couple hours to kill in JFK Airport, so I went into a café and opened up Quvu so that I could see exactly what my team were doing that very minute on other side of the Atlantic. I was able to listen to their calls and let them know I was still keeping an eye on them even though I was over 3,000 miles away.”
– John Moran, General Manager, IDG Direct
Visit IDG Direct at www.idgdirect.com
Goldsmith Williams
Goldsmith Williams specialise in Property, Wills, Personal Injury, Equity Release and Financial Claims. They employ around 200 staff and utilise Quvu in the telesales side of the business, focusing on financial claims to help customers identify where they may have been miss-sold financial products such as PPI, packaged bank accounts and so on. Having identified areas of miss-selling, they are able to run the claims on the client’s behalf. With the support of Quvu driving the success of the firm’s telemarketing campaigns, Goldsmith Williams have built up to a 20-strong telesales team.
Why Quvu?
Initially Goldsmith Williams used Quvu in its original form and interface, as its simplicity and efficient dialler did the job required. However, when we updated Quvu to ‘V2’ with greater capabilities that deliver an all-round more inclusive solution for contact centres, the company migrated over to this newer system. It has since helped Goldsmith Williams to grow the business and improve productivity.
Sean Carter, Digital Marketing Manager & Head of Sales at Goldsmith Williams spoke about the company’s experience using Quvu and how the move to Quvu ‘V2’ has delivered an even more impressive experience. Sean said: “Initially we wanted a simple dialler system and didn’t require some of the functionality of other diallers I was aware of at the time. The original Quvu interface and integration was very simple and appealed to what we wanted to achieve in the early days – a simple and quick integration with no downtime or complications.”
How did you find it to get up and running?
In the fast-paced contact centre industry where time and calls are money, the speed at which Quvu can be, and was implemented, was a huge bonus for Sean and the telesales team. Coupled with our personal approach to support, this resulted in a very quick turnaround which meant downtime was minimal and agents were able to quickly get on calls and speak to customers.
“The initial setup process was incredibly simple,” said Sean. “In fact, we were able to setup and begin to make calls within the same day. Our account manager (James) was impressive and helped us through the process from start to finish.”
How is Quvu implemented within Goldsmith Williams’ telesales team?
The new feature offering Quvu ‘V2’ provides have delivered tangible benefits to Goldsmith Williams’ telesales team, assisted again by a swift and smooth setup process. Sean said: “Since the initial setup we have moved onto the new Quvu dialling system, which is even more impressive than the first. James [Goldsmith Williams’ account manager] came to our office personally to help with the changeover. The result was our downtime in switching from one system to another was minimised, losing only under an hour’s call time across our team.”
“The new features (Geo Dialling and automated TPS Compliance) have helped with our contact rates, call times and overall success for every campaign we’ve run since. For example, our voicemail rate was around 60% [prior to Quvu ‘V2’] and dropped immediately to below 40%.”
“We’ve now taken it a step further with Quvu and began to integrate our database with theirs. We had limitations on the volume of data that can easily be held on our own servers, and the numbers were beginning to cause issues with other areas of the business. With Quvu’s help, we now store all the required data on their servers, and have linked their database with our own so that only qualified customers are now transferred into our own database.”
“Not only has the solution reduced the pressure on our own database, it has increased the productivity of the telesales team who now only have to work on the dialler system rather than switching back and forth between Quvu and our own database.”
And finally…what are your overall thoughts on the service?
The simple scalability and powerful components Quvu affords the telesales team enables more business to be done through improved agent productivity, whilst crucially staying compliant with industry regulations thanks to features such as the Predictive Dialler, Geo Dialling and TPS Compliance.
Sean commented: “With the help of Quvu’s support we have grown from having two telesales agents to over 20. The processes we now follow have been made more efficient with the recent integration, and future plans we have in place will make vast improvements to both productivity and call rates to clients.”
“Particularly, the addition of Geo Dialling has improved our contact rates, while the addition of TPS Checking has helped us stay compliant – which is an all-important factor.”
Visit Goldsmith Williams at www.goldsmithwilliams.co.uk.
Blacks Business Brokers
“Blacks Business Brokers is a highly focused, young dynamic, organisation that conducts business differently, combining traditional values with modern marketing methods.” Chris Rowlands – Managing Director
“We have a great desire and determination to improve the way the industry operates.” Gerry Murphy – Director
“QuVu has literally revolutionised the way we do business on the telephone.” John Gaskell – Director
Blacks Business Brokers is determined to shake up the world of Business Broking by combining their team’s 60 years of experience with the very latest technological marketing methods and that’s where QuVu has literally revolutionised the way they do business. With the ability to upload marketing data to the QuVu Intelligent Predictive Dialler with only a few mouse clicks, the telemarketing team are presented with a constant flow of connected calls. Removing time wasted on dialling numbers, listening to busy tones and waiting for calls to be answered has improved the team’s efficiency by over 300%.
As John Gaskell, Director, says: “The more prospective customers we speak with in a day, the more business we do. What’s more, I can see at a glance exactly what my team are doing at any time, how they are performing and of course listen in to live calls and provide guidance to ensure that every team member feels supported to get the results they need. In turn our customers receive the dedicated, one to one personal touch they deserve.
“The QuVu system is now being rolled out to all aspects of our business to assist in our expansion programme and increase productivity.”
Visit Blacks Business Brokers at www.blacksbrokers.com.
Inspired Energy Plc - Energi Save Division
Established in 2000, Inspired Energy Plc has become one of the largest energy consultants in the UK. Our capability is second to none and we are continually investing in the company to ensure we remain at the forefront of energy purchasing. We have grown and developed the company to provide a range of essential advisory services to the Industrial and Commercial Sector.
We became the first and only publicly quoted Energy Broker following a successful AIM debut in November 2011, and were extremely proud to discover that we were the only North West based business that achieved a successful floatation that year.
Inspired Energy’s buying team are vastly experienced and work with some of the UK’s leading companies to ensure they maximise their buying opportunities in the energy markets.
Inspired Energy Plc offer a winning formula of effective buying strategies, market intelligence, effective negotiation and extensive contract management solutions, all of which are developed based on client specific needs.
Key business facts:
– Over 150 employees
– Over 3,200 clients
– 11,000 meters under management
– Over 7.6 billion kWh managed annually
– 100% retention of clients managed on flexible risk managed solutions
– The fastest growing energy consultancy in the UK
Quvu
Energi Save is a key division of the Inspired Group Plc, and their team of over 55 consultants uses QuVu to contact business owners across the UK to find out about their business energy use and to offer competitive rates, savings and an overall better energy deal.
QuVu’s predictive dialler allows consultants to optimise the time spent speaking to prospective customers, rather than dialling numbers manually and waste time listening to ringing and busy tones. Consultants can schedule call backs with a couple of mouse clicks and disposition call outcomes the same way. All calls are recorded to allow new consultants to be trained quickly and also to verify transactions.
Energi Save’s Team Managers are able to monitor live calls and offer coaching assistance to consultants during calls. The comprehensive analytics package enables the managers to see at a glance how individuals, and teams, are performing against peer groups and to take action accordingly.
James Crossley, Head of IT and Operations: “QuVu has changed the way we do business by improving efficiency levels in customer contact rates, eliminating non-productive phone time and giving management a clear dashboard view of all consultant activity.”
Jonathan Leake, IT Support: “QuVu is easy and very quick to set up for consultants and managers alike. There are no applications to install, software to download or hardware to configure or maintain – it really couldn’t be easier.”
Visit:
http://energisave.co.uk/
http://inspiredenergy.co.uk/
PetInsure
PetInsure is a leading supplier of pet insurance to customers in the Irish market.
PetInsure started trading in June 2008 and their goal is to bring superior pet insurance products and services to the Irish marketplace, and Operations Manager Ann Crawford spoke to us about why PetInsure chose Quvu and the benefits it brings to how they run their business:
“We recently expanded our operation and having reviewed the options available we decided Quvu and their hosted PBX & call centre offering would be an ideal fit for us. Within the click of a mouse we can manage our phone system and call centre operations from a web-based control panel. Call recording within the insurance industry is critical and has become another requirement for processing customers’ claims. Quvu offers unlimited storage of all call recordings for up to six years. They are held in a secure online searchable database. One of the unique features that Quvu offer is “call pausing” – allowing agents to pause the call while we take payment details over the phone. The extra level of security that it affords us, knowing our customers’ payment details are not retained, is invaluable.”
“Seán and his team made this transition as simple as possible with friendly, ongoing support available. Any request that we made was dealt with efficiently and expertly by the Quvu team. I would be happy to recommend Quvu for business telecommunications.”
– Ann Crawford, Operations Manager, PetInsure
Visit PetInsure at www.petinsure.ie
Sisk Group
SISK Group – Sicon Limited is a large diverse Irish owned Holding company with operations in Ireland, the UK, Germany, Belgium, Poland and the UAE. Its subsidiary John Sisk and Son Ltd, Ireland’s largest construction company, use our VoIP platform..
SISK recently were involved in the development of Diageo’s new brew house at St James’s Gate, Dublin. They were also involved with Europe’s first Shangri-Le Hotel at the top of The Shard, London. At St James’s Gate, SISK installed 70 desk phones for staff on site, each using our VoIP platform. At the outset of our appointment by John Sisk & Son the objective was to standardise telephony across all of their construction sites. The solution had to be scaleable, easy to deploy, cost effective and re-usable. The ability to re-use equipment was particularly important to the company as construction teams would move from site to site as projects were completed.
Their standard process is to equip each desk for contract clients with one of our phones (there is no expensive on-site PABX phone system with associated PSTN/ISDN lines installation & rental charges); each phone is pre-configured with its own dedicated local number and internal extension. Once connected to a network point with access to internet, they are operational immediately.
The company’s on-site phones cover a large geographic region, but are managed centrally by their I.T. Department, which has total control of all the phones in every site, through a simple web interface.
As no on-site phone systems are required, the capital cost savings are significant. In addition, there is no phone line rental and all calls between the sites that have installed our solution are free. Call charges are also significantly cheaper than those that were incurred by sites that were using traditional landline services. The move to a hosted system, which is based in the cloud, was a natural step to take for the company.
“It is an excellent service with a high level of call quality and reliability delivering significant savings to the business. The ease at which the system is deployed & managed certainly is a noteworthy point. The personnel are very supportive and proactive in dealing with their customers to ensure a fault free experience for all.”
– John Sisk and Son LTD
Visit John Sisk and Son LTD at www.johnsiskandson.com/uk
Leads For You LTD
Leads For You LTD is a UK-based lead generation service. Activities include sourcing leads for the government led free boiler initiative, and for householders interested in obtaining insulation at a reduced rate. Leads for You LTD then use these qualified leads for commercial purposes.
With a relatively high volume of outbound call traffic, Leads For You values the importance of being able to monitor agents at any point of the day, comparing analytics and instantly identifying trends.
Supervisors at Leads for You LTD have Quvu running throughout the day so they are able to easily flick between screens in order to check on the performance of their agents. The Analytics screen is particularly helpful in cross referencing agents’ metrics, letting supervisors quickly view the agents with the highest number of dials per hour and the number of overall dials per day.
“A feature we find particularly useful is call monitoring – supervisors can quickly monitor the calls of any agent at the click of a button, and use this feature as quality control across the call centre. We’d definitely recommend Quvu to other businesses – it’s quick and easy and helps keep track of agents…it does exactly what we expected”
– Leads for You LTD
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