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impressed with the platform ' s speed and flexibility . We ’ ve seen dramatic growth in our collections division and our outbound dial statistics have more than quadrupled . And while our volume of incoming calls has more than tripled , we are able to answer a greater percentage of them – over 20 % more . ”
Customer Spotlight : Account Technologies
Account Technologies is a fastgrowing UK Financial Technology business built on the simple proposition that the transaction data found in bank and credit card statements has incredible predictive value . This data is used to enhance credit risk modelling and to provide market-leading affordability assessments . Over the past three years , the SafetyNet Credit product has achieved revenue growth of approximately 4000 % based on its loyal customer base of close to 250,000 UK consumers .
Account Technologies soon realized that their basic contact center solution did not provide the tools the group needed to continue to grow . Seeking a solution with a blended outbound dialer capacity , expanded functionality , and omnichannel support for email and SMS , they selected the Noble ® Enterprise Cloud solution . A key factor in their decision is that Noble Cloud is not a cut-down version ; it offers all the features and functionality of the Noble Enterprise premise based solution , but with the flexibility and OPEX advantages of a Cloud offering . Since installing the Noble Solution , they have seen their outbound dial statistics increase by over 400 %.
With Noble , Account Technologies was also able to unify three disparate systems to ensure streamlining of the management reporting and to offer a simplified improved desktop for their agents to help improve productivity and the agent experience . Their contact center managers have increased efficiency , being able to rapidly set up new campaigns within an hour . In addition , the managers can quickly view contact center data using Noble ’ s Harmony and Reports tools , including the ability to export performance and results data , enabling them to easily manipulate and analyze valuable management information .
The Web Interfacing Service improves speed to lead by allowing the company to immediately contact potential customers after partial completion of online loan application forms . New leads and the form information are pushed to the Composer Agent desktop , and any additional information gathered by the agent is sent back to the Account Technologies database . This service allows the advisors to better understand the customer motivation behind the loan request , building important relationships at the beginning of their customer journey .
The management team are really pleased with the
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Noble Enterprise Cloud Solution . In particular , we are
impressed with the platform ' s speed and flexibility . We ’ ve seen dramatic growth in our collections division and our outbound dial statistics have more than quadrupled . And while our volume of incoming calls has more than tripled , we are able to answer a greater percentage of them – over 20 % more . ”
Noble has also improved the management of incoming calls . With Noble ’ s IVR and skills-based routing , calls can be routed to the right teams and ensure that vulnerable customers are directed to more experienced staff . It also means that more calls are answered . Inbound customer service agents have increased the answer rate from 73 % to over 95 %, while handling call volumes that have almost tripled .
Natasha Widdess | Director , Operations Support
www . noblesystems . com
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Thank you to everyone who attended the SNUG Americas conference !
We look forward to seeing our international users at the upcoming regional events :
EMEA • 21 – 22 June The Lowry | Manchester , UK
APAC • 10 – 11 October Pier One Sydney Harbor | Sydney , NSW , AU
Learn more : noblesystems . com / SNUG2017
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