LBM improves service levels with ntl:Telewest Business MPLS
network
LBM, the UK’s biggest outbound contact centre outsourcer, has
deployed a high speed voice and data network from ntl:Telewest
Business, part of the Virgin Media Group, in order to improve
service levels and reduce the costs of its 125 million annual
calls. The MPLS network has enabled the company to make significant
savings on communication costs across the business.
Reliability, quality of service and cost
management are vital to LBM as it manages the outbound calls for
some of the major telcos, insurance and utility companies in the
UK. Agents in each of the contact centres connect to their clients’
customer relationship management applications and sales databases
in order to make calls on their behalf. With 1,500 agents
over four call centre sites, three in Manchester and one in
Belfast, the volume of calls that LBM makes each year and the
amount of data transferred creates a large demand on the voice and
data network.
“Our agents represent our customers every time
they pick up the phone. These calls are our lifeblood so it was
important for us to choose an innovative solution that offered an
extremely high quality of service to ensure our business runs
smoothly,” said David Walters, chief information and innovation
officer, LBM. “Our network was starting to show some strain with
costs rising and failures in the WAN becoming an issue for the
business. The MPLS network has enabled us to stay at the forefront
of our market, and after just five months with the new network we
are seeing an improvement in customer satisfaction as well as cost
savings.”
ntl:Telewest Business provided a flexible MPLS
network and new telephone lines for LBM. The business can also now
make use of voice over IP (VoIP) calls, vastly reducing internal
call costs. Improved call management and single number routing also
means teams from different contact centres can now work across the
same customers simultaneously, rather than requiring agents to all
be together on one site.
In order to deploy a network that met LBMs
business requirements ntl:Telewest Business had to work flexibly to
meet tight deadlines and complete the project on time and in
budget.
“Call centres are the first point of contact
for many businesses so it is extremely important that they are able
to provide a high quality of service,” said Andy Marshall, head of
business markets for ntl:Telewest Business in the North. “A fast,
reliable network is at the heart of business communications today
and it is vital that organisations get the best solution to meet
their unique requirements.”
About ntl:Telewest Business
ntl:Telewest Business has the most technically advanced of the
UK’s two national networks. Its vast nation-wide Next Generation
Network provides businesses, public sector organisations and
service providers across the UK with a complete portfolio of
advanced data, internet and voice services. The £13billion network
is flexible, scaleable and is already built out to more than 38,000
street cabinets across the UK.
As part of a commitment to deliver superior customer service,
ntl:Telewest Business sales and support teams are located in close
proximity to its customers in over 40 centres across the UK.
ntl:Telewest Business is trusted to provide critical
communications to high profile customers including: Birmingham City
Council, Yorkshire Water and EasyJet.
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