Adrian Flux Insurance is one of the most successful and highly respectedmotor vehicle insurance specialists in the , employing 240 staff at its callcentre and handling over 4,000 incoming customer calls per day.
Prompted by a re-organisation and expansion of office premises, approached VSL in an attempt to find a solution that could match their needs for: greater flexibility,reliability, growth potential, competitive pricing and overall performance. Key to them was to find a supplier that was able to work as a partner, with a long-term commitment to the business.
“It was important for us to work with a supplier that we felt we could trust and one that shared a similar business ethic to ourselves. We needed a consultant rather than a sales person, and when we found VSL, that's exactly what we got.” , Internal Systems Manager
highlighted three key priorities: Firstly, to find a solution that would give an improved service for their customers, secondly to improve staff motivation and performance, and thirdly to install a system that was to provide accurate and relevant management information.
's solution consists of a telephone system with ACD, voice recording, call logger, voicemail, training and remote access support and maintenance. Display boards, as used in traditional call centres, were not appropriate in this case due to the volume of information that was to be displayed, and therefore individual group screens were set up. Automated call distribution allows incoming calls to be organized in a way that routes calls evenly around operators and gives them a pre-defined wrap up time to completeadministration duties.
“The Toshiba ACD system has certainly had a very positive impact. We achieved real business improvements overnight. Post-implementation customer satisfaction surveys show that over 95% of customers rate our service as good or excellent. Staff are able to do their jobs more efficiently and now enjoy their work more as a result of the new system. Managers now have much greater knowledge of our customer service levels. We can take action based on real time data in order to apply our staff in the best way possible. Call handling time has improved, waiting time has been reduced and wrap up time has also improved - all of which are helping Adrian Flux to continue to deliver great service to our customers.” Carl Pickett, Internal Systems Manager