Leisure & Travel Industry | Network Contact Solutions

The Company

Network Contact Solutions (NCS) are a team of Telecom Consultants with some 25 years experience in helping businesses of all sizes, enhance their telecom arrangements. An independent company, (with no ties to any one provider) they are the preferred supplier to hundreds of businesses throughout the UK; from Small Medium Enterprises and Sole Traders, to large Corporate Call Centers.

The Problem

One of Network Contact Solution’s customers is a major UK cruise company. They operate a medium sized call centre, which generates around 500+ calls a day, with an average call duration of 5 minutes. They also use an outsourced call centre for overflow calls.  Previously calls were delivered via straight number translation, and direct calls via their BT landline. They realised that not all calls were being answered, and that they had no control over their 3rd party call centre; in which calls were routed to them via an ISDN30, and with very high costs. 

The Solution

Network Contact Solutions, working closely with the customer, selected BCH Digital to provide a solution.

Initially voice recording provided a means of monitoring the 3rd party call centre.  However, it soon became apparent that calls were still being missed. Further discussions between Network Contact Solutions, BCH Digital and the customer resulted in BCH providing a bespoke solution for handling all inbound calls. 

The solution has delivered to the customer multiple skill based hunt groups and comprehensive call routing solutions; provision of 3 separate call queues with an online, real-time queue monitor, which clearly shows the status of each and every inbound call, plus management and monitoring of agent performance, including the ability to listen in to calls in real-time.
This solution has improved the customer experience, delivered greater flexibility and control and has provided our customer with the ability to control and monitor their staff and 3rd party provider. It has also greatly reduced costs to the extent that the current solution is considerably less expensive than before and enabled the customer to manage their two biggest costs, wages and marketing, by giving transparency to both.

Karen Dodd, Managing Director, Network Contact Solutions: “This was a very organic solution, with BCH Digital being amazingly responsive to our customer’s requirements.The “can-do” attitude of BCH has greatly improved the profitability of Network Contact Solutions and has reduced the costs for our customers. In short a ‘Win, Win, Win’, situation”