Cisco Call Center Solution implemented at VB Leasing

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Cisco Call Center Solution implemented at VB Leasing

02 Jul Cisco Call Center Solution implemented at VB Leasing

Posted at 12:27h in STUDII DE CAZ by Silvia 0 Comments

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In order to efficiently respond to various requests of different customers, VB Leasing acquired a high-performance Call Center solution in 2008. The client needed a solution from Cisco, and CRESCENDO was chosen as a supplier and implementer, because of its capabilities and experience.

Initial Situation

Volksbank Leasing International Group opened its new company in Bucharest in September 2000 and Romania leasing market was in its infancy back then.

Growing of customer number and contracts implies a larger data volume transmitted to and from company’s customers, therefore there was an increased need for communication, both before and after signing the contract.

Effective management of large volumes of information exchanges with customers also requires an effective IT&C system.

VB Leasing increasingly started to need a Call Centre. At the beginning, number of contracts was lower, so company employees focused more on sale activity. There were fewer things to communicate back then. Customers often called the Reception which, depending on the type of request, directed them to various company employees and the company’s Web site posted phone numbers of key departments. Also on the web-site there is another interactive page with a form according to different themes that customers approach, such as frequently asked questions. However, people prefer to handle their problems over a direct call rather than wait for an email response. The need for communication increased with the number of customers and contracts. Also time spent by individual employees on the phone increased.

A first Call Center with four operators began operating in early 2007. It was a first attempt to address the increased volume of communication with customers, a simple solution based on a traditional PBX. But soon enough, it proved to be an inadequate solution to new requirements.

Therefore, besides the need to address taking on a growing volume of requests for information by phone, a faster response time to customer calls was also necessary, while allowing assessment of both incoming and lost calls and the reasons for missing some of the calls. Thus a requirement for additional performance in providing useful information to managers appeared, leading to an increased quality of customer service. Such a set of reports had to respond to different business requirements, but also to support more efficiently organization of the new Call Center.

Solution

After a market analysis, VB Leasing acknowledged that only Cisco could offer a solution to fully meet their requirements both in terms of business needs and connection with existing equipment they wanted to keep. Then, to choose their supplier and implementer, a selection took place, examining the capabilities and experience of possible providers. VB Leasing wanted that the implementation to take place within a maximum period of 30 days and connection to existing equipment should be made. CRESCENDO Solution House was selected and it implemented the chosen solution in perfect agreement with the plans.

Specialists from CRESCENDO chose Unified Contact Center Express from Cisco, Enhanced version, given the estimated increase in the number of operators. With this system, call distribution on operators is optimized and the supervisor who leads the Call Center takes calls only if all operators are busy.

Benefits

So, a customer of VB Leasing can now call any time and he does not stand without a response. Pre-recorded information at least automatically directs the customer, it provides answers to frequently asked questions about sales, registration, power and so on, at any time, including nights. If the client calls outside office hours, he can record a message in order to receive a response from VB Leasing later on. These data are completed with those on the website, whose content is harmonized with the Call Center.

Of course, many people often prefer to have a direct speaker and even a specific one if possible, who can provide maximum cumulative experience in responding to questions. But customers are directed to this Call Center because an assortment on problems takes place here and customers get an actual answer in a much shorter time. Moreover, a manual was specifically designed so that problems can be solved in the same way, regardless of the person asking.

The current system is very useful including by a more efficient call allocation. Calling times equally distributes on each operator, any new incoming call is allocated to the operator who has completed a call the earliest. In addition, the customer can thus be confident that his call will be answered, which is not mandatory when you are looking for a particular person.

Due to implementing the new Call Center, the amount of communication with customers grew with at least 10%. This means that the level of customer satisfaction is higher as well. And, at least potentially, the more customers are satisfied, the bigger the business gets.

Technical solution::

Contact Center solution implemented includes the following major components:

IP telephony system, with interconnection function between the existing traditional phone system and Contact Center, composed of the following components:
- Cisco 2821 “Integrated Services Router”, with voice gateway role between traditional telephony (TDM) and IP telephony
- Cisco Unified Communication Manager 6.1, with IP PBX role
- Cisco IP Communicator, with IP phone role which improves working by eliminating handling phone hardware.

Contact Center System with intelligent call routing function, providing services without operator intervention (by IVR) and providing complex statistics used to improve and optimize customer communications, composed of the following components:
- Cisco Unified Contact Center Express 5.0, including IVR – Interactive Voice Responder and ACD – Automatic Call Distributor
- Cisco Agent Desktop as a single operator interface
- Cisco Supervisor Desktop and Cisco CRS Historical Reporting as tools to manage Contact Center for Managers and Supervisors

About the customer company

VB Leasing RO is one of the top Romanian companies. It has been on the local financial services with 13 branches and another two open in 2009.

Company’s leasing services offer has three business areas: automotive and utility vehicles, trucks and construction equipment, and the rest of equipment types (wood, plastic or metal working), or production lines. Leasing services have the largest share in company’s activity, and the most demanded are small automotive.

VB Leasing has conducted business of around 205 million euro in 2007, recording a net profit of 2.44 million euro. It has 168 employees that include also those who work for VBL Broker de Asigurare, a company owned by VB Leasing. Established in 2000, VB Leasing RO signed the 50,000th contract in 2008.

VB Leasing RO bases its work on the experience of the Austrian group Österrechische Vokbanken AG. It has as a key objective constant adaptation to its customers’ needs. To facilitate the success in their business, VB Leasing offers financial solutions to the highest standards.

Tags:

Tehnologie Cisco, Volksbank Leasing

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