Envirovent
The company has streamlined calls that come into the contact centre, so they are routed to the correct department and enquiries are always answered with first call resolution prioritising the customers’ needs. This has improved the customer experience radically by ensuring more customers than ever receive swift responses. Measuring customer answer rates, abandonment rates, sentiment and call recordings for training purposes. All of these help to develop the team's skills and the ability of management to understand the true voice of the customer.

