PFG

Reduced Contact Centre Costs Through Increased Efficiency

Provident Financial Group (PFG) had the challenge of transforming their legacy Contact Centre environment to drive efficiency and generate operational cost savings. They also wanted to expand to new customer segments and create new channels to market. Previously, members of the collections and sales outbound calling teams had relied on manual dialing, which was inefficient because several attempts were often needed to reach a single customer. 

Connect delivered a private cloud solution and single contact centre for all brands under the PFG brand, with seamless integration to the CRM with the added security of GDPR compliance. A switch to Genesys automated dialling led to agents being able to deal with 40% more customer records per day.

This resulted in significantly reduced cost centre costs and helped create more opportunities to improve inbound and outbound call metrics. The Contact Centre is a critical part of the PFG strategy so its availability is paramount. 

 

“Connect are bringing enormous value by helping assess, design, deliver and support the integration aspects of these projects, to ensure they proceed to plan and with no unforeseen hiccups.”

Wasim Altaf, IT Voice Analyst, Provident Financial Group
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Challenge

  • Inefficient legacy environment.
  • Required new SLAs on inbound and outbound call metrics.
solution

Solution

  • Hybrid private cloud and single contact centre.
  • GDPR compliant.
  • Seamless integration with CRM.

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Business Outcome

  • Reduced Contact Centre costs.
  • Achieved SLA of inbound calls.
  • Improved outbound contact rates.

 

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