George Banco has implemented Enghouse Interactive Communications Centre (EICC), a flagship customer interaction solution, from contact centre solutions specialist, Enghouse Interactive, and placed it at the heart of its IT and telephony infrastructure.
The personal finance provider is already using the contact centre technology extensively to deliver high-quality customer communications and performance management as it pioneers a new, more responsible guarantor lending model in the UK personal loans market.
George Banco chose to implement EICC, which also incorporates quality monitoring and integrated voice recording to monitor agents and ensure compliance with industry regulations, following a recommendation from trusted IT partner, Unify.
According to George Thomas, director, George Banco: “We were impressed with the flexibility of the system, the ability to make changes to it quickly and with how it enabled us to enhance our control over the whole contact centre environment. We also liked the flexible pricing plan on offer. Being able to invest in the system through a quarterly subscription-based plan provided us with additional flexibility: crucial in a sector where cash is king and margins tight.”
Now fully installed and live, the Enghouse Interactive system is already delivering multiple business benefits to George Banco, helping the company manage the demands of a busy and rapidly-evolving environment.
Currently, around 600 people file loan applications through George Banco. The company’s underwriters and collectors and other departments make around 1,500 calls a day and the business also has to deal with a myriad inbound calls.
As Thomas explains: “using EICC, as soon as a call comes in, agents know who is calling through the call ID, which immediately links to the customer database. As a result, they instantly have in front of them a full interaction history, enabling them to understand which call channel the customer has come in from, which script to use and which teams the caller may subsequently need to be routed to. All of that is hugely beneficial both to customer experience and staff morale.”
There are additional benefits in terms of enhanced managerial control. According to Thomas. “One of the biggest advantages is the dashboard. We can see how many calls are coming in at any given time, get alerts when waiting times are too high or when call durations are becoming too long, allowing us to intervene to cut costs, drive efficiencies and ensure we are focused on the right areas of the business.”
George Banco is also making extensive use of the Enghouse Interactive system’s extensive call recording and quality monitoring capability both to track agent performance and deliver training where required but also to keep compliant with the latest relevant financial services legislation.
“We are delighted with the enhanced capability the Enghouse Interactive solution has provided us with. It helps us to understand our customers better and deliver an enhanced level of service to them. It helps us manage and route calls, monitor performance, develop new kinds of training and ensure we remain compliant with the latest industry regulations. It has been key to the success we have achieved as a business so far and we look forward to continuing to use it to drive ongoing success long into the future,” Thomas concludes.
Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The Company develops the most comprehensive portfolio of interaction management solutions. Core technologies include contact center, attendant console, IVR, diallers and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 950 dedicated staff across the Company’s international operations.