British automotive services company RAC has revolutionised its customer experience and improved operational efficiencies with NewVoiceMedia’s cloud customer contact solution ContactWorld for Service. Since deployment, the company has increased customer satisfaction to 93 percent¹, boosted its Net Promoter Score (NPS) and reduced call abandonment rates to less than 3 percent.
RAC provides customer services, such as product and test-drive information, to consumers with new car warranties on behalf of car manufacturers. The company upgraded its inflexible contact centre software to NewVoiceMedia’s cloud solution due to a wealth of demonstrable benefits, from its seamless integration with Salesforce, flexibility and scalability, to quick and easy deployment and cost savings. RAC can simply pay for the number of licences it requires and upscale or reduce these in-line with business requirements, all at a fraction of the cost of traditional systems.
With ContactWorld built on the Salesforce1 platform, RAC has been able to offer its customer base a completely unique and personalised experience. The company now benefits from immediate access to a customer’s entire history of interactions from one screen and real-time reporting and analytics, offering complete visibility of contact volumes, advisor performance and customer experience and enabling RAC to improve business processes and the performance of individual advisors.
With ‘click-to-dial’, agents, who are responsible for more than 60,000 outbound calls each year, can make calls directly from within Salesforce, delivering significant efficiency improvements while reducing dialling errors. The platform also features ‘whispers’ to announce call information and automatically presents customer information before the call starts, allowing the agent to handle the call more effectively.
RAC has increased its NPS from 50 to over 60 as consumers benefit from better call handling and improved processes, and its regular mystery shopper programme reveals that customer satisfaction has reached 93 percent¹. The company, which ensures all calls are answered within 20 seconds, has boosted first call resolution to 80 percent² and reduced call abandonment rates – from 7 percent in 2013 to less than 3 percent in 2014. NewVoiceMedia’s post-call surveys also help RAC to measure customer experience and its call recording functionality gives a meaningful insight into performance and helps with training or issue resolution.
David Peate, Service Delivery Manager for RAC comments, “NewVoiceMedia has completely transformed the way we handle our 54,000 inbound and 60,000 outbound calls each year on behalf of our corporate customers. We selected NewVoiceMedia as we wanted the very best technology in order to offer an outstanding service each and every time. Since deployment, we’ve achieved that, and much more. We’ve improved efficiencies within the business and with ContactWorld’s real-time reporting the team can keep on top of changes in call volumes and the reasons for those calls, enabling us to improve our processes and service every week”.
Jonathan Gale, CEO of NewVoiceMedia, comments, “It’s fantastic that RAC has made such significant improvements to its customer experience and business processes since deploying our technology. Moving its contact centre to the cloud makes perfect sense for RAC, as the company benefits from complete scalability and flexibility as the business grows, since new functionality and consultants can be added in minutes. The team will also always be up-to-date with the latest technology, meaning they will continually benefit from improvements and new features without the need for IT support”.