Premium Choice Case Study
Premium Choice prioritizes call handling with ShoreTel UC and ShoreTel Enterprise Contact Center
Provide better service in a high-traffic environment
With more than 70,000 Internet quotes and more than 2,000 emails a day, Premium Choice needed a system that could prioritize calls based on highest chance of sale and streamline communications from first contact to quote.
Need for unified communications to prioritize calls
Premium Choice provides customers in specialist areas with a choice of quality and affordable motor insurance, backed up by first-class customer service. To interact with its customers, analyze and compare information, Premium Choice relies on technology to ensure customers always receive the best deal.
Premium Choice decided to move forward with a unified communications (UC) system and turned to Gartner’s “MarketScope for Unified Communications for the SMB Market” report for advice on which vendor to choose.
“After reviewing Gartner’s report, our decision was simple. The report positioned ShoreTel as the perfect SMB UC provider, offering great value for money and a rich feature set. ShoreTel’s UC system offered us a lower total cost of ownership (TCO) than competitors’ solutions,” says Rupert Gladstone, head of IT for Premium Choice.
Premium Choice worked with ShoreTel partner Voyager Networks to implement the new UC system. Voyager worked in close proximity to Premium Choice to better understand the company’s needs and to tailor services accordingly. Voyager was able to successfully reduce the number of servers necessary to support the system and, as a result, reduced Premium Choice’s carbon footprint.
ShoreTel UC is the right vehicle to increase the probability of making a sale
Premium Choice needed a system that could prioritize calls based on chance of sale. “The ability to collect quotes in real time and feed details into the phone system allows us to prioritize calls as they come in and ensure we give high priority to those likely to result in a sale,” explains Gladstone.
The ShoreTel UC system has allowed Premium Choice to prioritize calls in real time and as a result has boosted staff productivity, accelerated the sales cycle, and contributed to the company’s overall business success.
Premium Choice’s business model relies on constant communication with customers. By synchronizing the ShoreTel system with Premium Choice’s data center in Reading, the distributed architecture of ShoreTel’s solution ensures that
if a problem were to arise at the Birmingham site, the company could seamlessly transfer communications to Reading, eliminating the risk of downtime.
Ensuring customer satisfaction by improving call wait times
Customer wait time can make the difference between a sale and a potential customer hanging up. “Previously, the average call waiting time for our customers was several minutes. The ShoreTel Enterprise Contact Center system has cut that to just over a minute,” says Emma Lowndes, call center supervisor for Premium Choice.
By reducing customer wait time, Premium Choice is able to service more potential customers and keep its existing customers happy. Premium Choice has also boosted its insurance renewal rate through the advanced callback functionality.
“When it comes to calling customers back, our legacy system’s manual callback left a complicated chain often resulting in calling the wrong number or a number no longer in service,” states Lowndes.
“ShoreTel’s system offered us automated callback functionality where customers can select the number they wish to be contacted on. With clickto- dial callback functionality, we never miss a call.”
“THE ABILITY TO COLLECT QUOTES IN REAL TIME AND FEED DETAILS INTO THE PHONE SYSTEM ALLOWS US TO PRIORITIZE CALLS AS THEY COME IN AND ENSURE WE GIVE HIGH PRIORITY TO THOSE LIKELY TO RESULT IN A SALE.”
Emanuele Sciarra, Business Unit Manager
Call routing to the right advisor fuels sales
Customer frustration can occur when callers are not connected to the right person. The ShoreTel Enterprise Contact Center routing and queuing allows Premium Choice to tailor the caller’s experience by pre-screening calls and routing
them to the appropriate person. Customer satisfaction has heightened as a result of callers being connected to the appropriate advisor quicker and having their requests processed faster.
“Our new system has avoided the nightmare of customers being kept on hold and passed from person to person,” concludes Gladstone. “Now calls can be routed to the right person straight away, avoiding the frustration associated with a round-robin of being kept on hold and constantly transferred.”
Streamlining communications with the ShoreTel UC system and ShoreTel Enterprise Contact Center has enabled Premium Choice to improve customer service through reduced wait time, provide an immediate connection to the right person, and click-to-dial callback functionality. Now Premium Choice offers a superior level of service, in turn boosting its competitive advantage.
“PREVIOUSLY, THE AVERAGE CALL WAITING TIME FOR OUR CUSTOMERS WAS SEVERAL MINUTES. THE SHORETEL ENTERPRISE CONTACT CENTER SYSTEM HAS CUT THAT TO JUST
OVER A MINUTE.”
Emma Lowndes, Call Center Supervisor
- The continued growth and success of Premium Choice has led to a sharp rise in call volumes and a need to prioritize calls based on quotes taken online. Premium Choice was looking for a telephony system to connect with its data center in Reading that would eliminate the risk of downtime.
- A ShoreTel Unified Communications (UC) system and ShoreTel Enterprise Contact Center.
- Enhanced callback functionality
- Ability to prioritize calls
- Advanced call handling
- Streamlined customer communications