Specialised UK lender, George Banco has implemented Enghouse Interactive Communications Center (EICC), a flagship customer interaction solution, from contact centre solutions specialist, Enghouse Interactive, and placed it at the heart of its IT and telephony infrastructure. The personal finance provider is already using the contact centre technology extensively to deliver high-quality customer communications and performance management as it pioneers a new, more responsible guarantor lending model in the UK personal loans market.
George Banco chose to implement EICC, which incorporates quality monitoring and integrated voice recording to monitor agents and ensure compliance with industry regulations, following a recommendation from trusted IT partner, Unify.
According to George Thomas, Director, George Banco: “We were impressed with the flexibility of the system, the ability to make changes to it quickly and the enhanced control over the whole contact centre environment. We were also attracted to the flexible pricing plan – enabling us to invest in the system through a quarterly subscription-based plan, which is crucial in a sector where cash is king and margins are tight.”
Now fully installed and live, the Enghouse Interactive system is delivering multiple business benefits to George Banco, helping the company manage the demands of a busy and rapidly-evolving environment.
Currently, hundreds of people are filing loan applications through George Banco a day. The company’s underwriters and collectors and other departments make well over a thousand calls a day and the business also handles a myriad of inbound calls.
As Thomas explains: “Using EICC, as soon as a call comes in, the agents know who is calling through the call ID, which immediately links to the customer database. As a result, they instantly have in front of them a full interaction history, enabling them to understand which call channel the customer has utilized, which script to use and to which teams the caller may subsequently need to be routed This is hugely beneficial to the customer’s experience and staff morale.”
There are additional benefits in terms of enhanced managerial control. According to Thomas. “One of the biggest advantages is the dashboard. We can see how many calls are coming in at any given time, get alerts when waiting times are too high or when call durations are becoming too long, allowing us to intervene to drive efficiencies and ensure we are focused on the right areas of the business.”
George Banco is also making extensive use of the Enghouse Interactive system’s extensive call recording and quality monitoring capability both to track agent performance and deliver training where required but also to keep compliant with the latest relevant financial services legislation.
“We are delighted with the enhanced capability the Enghouse Interactive solution has provided us with. It helps us to understand our customers better, deliver an enhanced level of service, effectively route calls, monitor performance, develop new training programs and ensure we remain compliant with the latest industry regulations. It has been critical to our business success so far and we look forward to continued success into the future,” Thomas concludes.