Using Liberty Converse for seamless webchat and voice calls
East Midlands Railway (EMR), is a train operating company with a vision to drive the East Midlands towards a brighter future.
The EMR contact centre was a team of 23 FTEs operating a 24-hour service to handle a range of customer interactions, from enquiries and purchases through to complaints and passenger assistance calls.
Their contact centre system was becoming outdated and close to the end of its licence. They wanted to access functionality to help the contact centre team to combat high call volumes and abandon rates, to smooth out customer journeys and improve the service that they provided. EMR chose our omnichannel contact centre, Liberty Converse, to overcome these challenges.
Financial flexibility was vital – the Department for Transport announced changes in the rail industry, so EMR required a partner that offered agile contracting and financial terms as well as meeting their technical requirements.
The licence for the existing system was going to elapse imminently, so speed of delivery and deployment was essential, as without a new system in place, EMR would not have a functioning contact centre, leaving them in breach of contract of their franchise.
“Netcall really pulled out all the stops to help us meet our deadlines. The whole project team were completely committed and we have built a great supplier relationship. It was a real achievement to deploy everything in 5 weeks.”
Nara Burne
Business Change Manager – CX, East Midlands Railway
Fast
resolution to customer issues
Easy
to make changes
Improved
customer and
employee experience
“The agent dashboard is a game changer for our team – everyone knows what’s happening and it’s improved their work lives. It’s now easy for us to make changes ourselves, which was impossible before. Our agents can now deliver their best service and they are also empowered to suggest new additions to enhance our delivery to customers even more.”
Nara Burne
Business Change Manager – CX, East Midlands Railway
Find out how our omnichannel contact centre can allow your team to manage calls much more efficiently and dramatically improve employee experience.
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