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    Global Banking & Finance Review® is a leading financial portal and online magazine offering News, Analysis, Opinion, Reviews, Interviews & Videos from the world of Banking, Finance, Business, Trading, Technology, Investing, Brokerage, Foreign Exchange, Tax & Legal, Islamic Finance, Asset & Wealth Management.
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    Global Banking and Finance Review is an online platform offering news, analysis, and opinion on the latest trends, developments, and innovations in the banking and finance industry worldwide. The platform covers a diverse range of topics, including banking, insurance, investment, wealth management, fintech, and regulatory issues. The website publishes news, press releases, opinion and advertorials on various financial organizations, products and services which are commissioned from various Companies, Organizations, PR agencies, Bloggers etc. These commissioned articles are commercial in nature. This is not to be considered as financial advice and should be considered only for information purposes. It does not reflect the views or opinion of our website and is not to be considered an endorsement or a recommendation. We cannot guarantee the accuracy or applicability of any information provided with respect to your individual or personal circumstances. Please seek Professional advice from a qualified professional before making any financial decisions. We link to various third-party websites, affiliate sales networks, and to our advertising partners websites. When you view or click on certain links available on our articles, our partners may compensate us for displaying the content to you or make a purchase or fill a form. This will not incur any additional charges to you. To make things simpler for you to identity or distinguish advertised or sponsored articles or links, you may consider all articles or links hosted on our site as a commercial article placement. We will not be responsible for any loss you may suffer as a result of any omission or inaccuracy on the website.

    Top Stories

    Posted By Gbaf News

    Posted on June 10, 2016

    Featured image for article about Top Stories

    NewVoiceMedia, a leading global provider of cloud technology which helps businesses sell more, serve better and grow faster, today announced that Gigaclear is set to quadruple its customer base helped by its ContactWorld for Service solution.

    Gigaclear provides ultra-fast fibre broadband – up to 1,000 Mbps – to rural properties, and has seen a phenomenal increase in business over the last year. Such a rapid expansion presents any company which is focused on improving its customer experience with significant challenges.

    NewVoiceMedia offered Gigaclear a simple solution to help the company cope with its projected rise in call volumes while providing customers with a completely unique and personalised experience. As well as benefiting from immediate access to a customer’s entire history of interactions from one screen, NewVoiceMedia’s ContactWorld for Service solution with Salesforce integration intelligently routes incoming calls based on Salesforce data, meaning they can be handled by the most appropriate advisor, improving handling time and customer satisfaction. Furthermore, its real-time reporting, analytics and call recording functionality offer complete visibility of contact volumes, advisor performance and customer experience, enabling Gigaclear to improve processes such as workforce scheduling and the performance of individual advisors to ensure the company continues to offer the best possible experience to customers.

    Following implementation, Gigaclear has achieved the following:

    • Call abandonment rates are now at less than five percent
    • 90 percent of calls are answered within 30 seconds
    • Thanks to an improved workflow balance, the team can now handle double the number of emails

    “We’re delighted that we’re able to answer 90 percent of calls within just 30 seconds”, comments Keith Floodgate, head of customer care at Gigaclear. “People don’t want to wait in queues. We track abandoned calls and the percentage of calls answered and have very stringent targets which we now routinely meet, meaning customers get a better service and hopefully, the outcome they’re looking for.

    “With NewVoiceMedia’s call reporting, we can also ensure we always have agents available at peak times, and agents are happier because ContactWorld is delivering calls in a structured, measured way. It gives them time to complete the call wrap, own the customer problem, see their own performance and self-manage. But above all, customer experience is our priority, and NewVoiceMedia is helping us achieve this goal. Plus, as we grow, the platform can scale to help us ensure the service we offer continues to be industry leading”.

    Jonathan Gale, CEO of NewVoiceMedia, adds, “It’s fantastic to see how Gigaclear has benefited since implementing ContactWorld. Not only does it benefit from a reliable, easy-to-use and feature-rich intelligent communications platform, but it now has completely flexible and scalable technology which will support the company throughout its significant growth this year and beyond, while reducing its capital investments”.

    For further information, download the case study at www.newvoicemedia.com

    NewVoiceMedia, a leading global provider of cloud technology which helps businesses sell more, serve better and grow faster, today announced that Gigaclear is set to quadruple its customer base helped by its ContactWorld for Service solution.

    Gigaclear provides ultra-fast fibre broadband – up to 1,000 Mbps – to rural properties, and has seen a phenomenal increase in business over the last year. Such a rapid expansion presents any company which is focused on improving its customer experience with significant challenges.

    NewVoiceMedia offered Gigaclear a simple solution to help the company cope with its projected rise in call volumes while providing customers with a completely unique and personalised experience. As well as benefiting from immediate access to a customer’s entire history of interactions from one screen, NewVoiceMedia’s ContactWorld for Service solution with Salesforce integration intelligently routes incoming calls based on Salesforce data, meaning they can be handled by the most appropriate advisor, improving handling time and customer satisfaction. Furthermore, its real-time reporting, analytics and call recording functionality offer complete visibility of contact volumes, advisor performance and customer experience, enabling Gigaclear to improve processes such as workforce scheduling and the performance of individual advisors to ensure the company continues to offer the best possible experience to customers.

    Following implementation, Gigaclear has achieved the following:

    • Call abandonment rates are now at less than five percent
    • 90 percent of calls are answered within 30 seconds
    • Thanks to an improved workflow balance, the team can now handle double the number of emails

    “We’re delighted that we’re able to answer 90 percent of calls within just 30 seconds”, comments Keith Floodgate, head of customer care at Gigaclear. “People don’t want to wait in queues. We track abandoned calls and the percentage of calls answered and have very stringent targets which we now routinely meet, meaning customers get a better service and hopefully, the outcome they’re looking for.

    “With NewVoiceMedia’s call reporting, we can also ensure we always have agents available at peak times, and agents are happier because ContactWorld is delivering calls in a structured, measured way. It gives them time to complete the call wrap, own the customer problem, see their own performance and self-manage. But above all, customer experience is our priority, and NewVoiceMedia is helping us achieve this goal. Plus, as we grow, the platform can scale to help us ensure the service we offer continues to be industry leading”.

    Jonathan Gale, CEO of NewVoiceMedia, adds, “It’s fantastic to see how Gigaclear has benefited since implementing ContactWorld. Not only does it benefit from a reliable, easy-to-use and feature-rich intelligent communications platform, but it now has completely flexible and scalable technology which will support the company throughout its significant growth this year and beyond, while reducing its capital investments”.

    For further information, download the case study at www.newvoicemedia.com

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