ACD enables smooth, professional call handling, ensuring that external callers are transferred to the right department with minimum effort
BBC Studios is the commercial arm and a wholly owned subsidiary of the British Broadcasting Corporation, they sell programmes and formats produced by 200+ UK independent producers.
To deliver these projects, they need to be able to quickly add and configure new contact queues, using a centralised ACD (Automated call distributor) platform to meet their clients’ needs. It is essential that they can operate within tight timescales.
They turned to Netcall to upgrade and configure their existing ACD platform to ensure each new business area delivers the same experience and adheres to existing business processes. They upgraded to the latest version of Liberty Converse, our omnichannel contact centre solution. Once installed, Netcall provided some additional training to support staff to efficiently handle all new business opportunity calls.
“It is a trusted application that we use within our business. Just knowing that we can deliver great results to the clients’ specifications within the team is a great advantage.”
Martin Oliver
Infrastructure Communications Team Leader, BBC
A positive shift in approach for the Team has been generated, as the team now feel that whatever their clients require, they can deliver.
Accurate
call processing with minimum effort
Fast
to add new skills or queues
Seamless
people being helped
Here’s how a powerful fusion of self-service automation and human interaction can empowering your teams alongside the essential tools for exceptional service
Nationwide wanted to resolve a common problem in today’s growing digital-first era: how to engage members during maintenance to its online services and proactively provide regular updates to maintain a positive overall customer experience.
Frustrated with relying on external resources for technical developments on tasks which they didn’t deem to be particularly challenging, with results slower and not always in line with their requirements, HTB felt they could build and manage the systems they needed better themselves.
