Case Study : Callcredit
As well as being the UK’s second largest credit rating agency, Callcredit provides contact center services for businesses and government bodies. Callcredit needed the ability to rapidly make changes to services for a range of clients but it could take up to two days for its service provider to provision new call flows or modify existing ones. Meanwhile, maintaining on-site IVR servers added to its already substantial IT overheads. Callcredit wanted the freedom and the efficiency of being able to provision its own call flows but it also wanted the option of occasionally outsourcing this task during busy times so that managers could concentrate on other high-value tasks.
storm® provides an intuitive portal which overlays Callcredit’s existing contact center equipment, enabling managers to provision service changes across hundreds of agent seats at the click of a mouse.
“storm’s cloud model gives us the flexibility to adapt services to the precise needs of any customer organisation, quickly and efficiently. We can build services ourselves and create our own intellectual property using the powerful tools available on the platform, which can then be shared and repurposed for different customers. In addition, when we’re under pressure, the Content Guru team works closely with us to ensure that we can rapidly turn around even a highly complex new service, impressing our customers and keeping our management overheads to a minimum.”
Cyril Law, IS Delivery Director, Callcredit Information Group
Reporting dashboard allows Callcredit managers to monitor call volumes and to respond to changes in real-time
24 hour turnaround on service changes assisted by Content Guru
storm’s intelligent routing connects callers to simple information and agents with appropriate skills.