Technological flexibility brings competitive advantage to We Fight Any Claim

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1 Technological flexibility brings competitive advantage to We Fight Any Claim

2 We fight any claim We Fight Any Claim is a family run business based in Cwmbran, South Wales specialising in claiming back Payment Protection Insurance (PPI) on behalf of customers all over the UK. We Fight Any Claim has reclaimed over 94 million in compensation for thousands of customers since We Fight Any Claim, is a great example of adaptability as it continues to respond to market demands by adapting and changing the business model as needed. As the business evolved one thing has remained the same and that is the solution used to power the contact centre. Altitude Software has been the company s choice as their contact centre software solution for 13 years. One of the reasons we have been so successful in this industry is because we have a really powerful tool in this contact centre. Richard Thomas, Senior Project Manager at WFAC The challenges of an ever evolving business The contact centre is the absolute heart-beat of the business and its where our business thrives or dies so it s essential that everything we use in the contact centre works well, is reliable and flexible to change and adapt to our needs states Simon Evans, Communications Manager at WFAC. We Fight Any Claim is in a dynamic industry that shifts quickly, as most of their battles on behalf of their customers involve banks that have mis-sold payment protection insurance. The business is subject to constantly changing legislation and regulations and therefore needs to have the ability to adapt quickly so that the business continues without major disruptions. For this reason WFAC needs Altitude Software Case Study all rights reserved 2

3 absolute flexibility and a tool that responds swiftly to change. Even though the company focus has changed over the years, the core team is still the same, therefore they are extremely knowledgeable on the Altitude uci suite and can develop their own campaigns, scripts, integrations and customisations. Using technology has a competitive edge Customer Profile We Fight Ant Claim has been an Altitude customer since 2000 Since 2010 WFAC has reclaimed over 40 million in compensation 300 agents on blended campaigns Our contact centre has given us absolute flexibility to react to changes within the industry, and because we are using this technology we are much quicker to react to changes. This helps us keep ahead of the game claims Richard Thomas, Senior Project Manager. Customising the technology platform to react to market changes is very common on a day to day basis therefore it is crucial to get that freedom to change quickly from the contact centre solution. Project Profile The solution was first implemented in 2000 and used predictive dialling. As the business evolved the solution adapted to their needs. Future projects in study are the implementation of intelligent skillsbased routing and multimedia contact centre integration using Altitude uci 8 The Altitude Fast Script Builder has also contributed to the flexibility and ability to make speedy changes by allowing business people with less IT knowledge to make quick changes, saving IT resources, time and money. Scripts can be changed in a day to remodel what we are doing adds Gareth Haycock, Senior Dialler Manager. The preview dialling capability is also seen as a major advantage as it allows agents to become knowledgeable on the customer they are servicing before picking up the interaction and dialling, hence the customer feels like the agent knows his case and who he is, which in turn allows for a much better rapport and an improved chance of a successful outcome. A win/win - both for We Fight Any Claim and for the customer. By having the solution completely adapted to their business model, the company has experienced a 625% increase in campaign success rate in a 9 month period. The pack chase campaign, which consists in calling back people that have expressed an interested and has the goal getting the completed information packs back to WFAC has increased from 800/month to 5000/month. We have only been able to do this by having a powerful system in place allowing us to match the hundreds and hundreds of calls required to make daily to get anywhere near these numbers Says Richard Thomas. We Fight Any Claim predicts to experience a 50% increase in productivity and efficiency when solution customisations are finalised. This gain will be achieved by improving the management of accounts, the relationship with customers and the contact with banks. Altitude Software Case Study all rights reserved 3

4 In a 300 seat contact centre, agent training can be a huge undertaking and often the source of major resource investment. We Fight Any Claim have found that training on Altitude uci only requires 2 to 3 days, leaving more time for sales and customer service training. Plans for the future The plans for the future at WFAC are very much concerned with improving and enhancing the processes and implementations already in place. There are three main areas of focus that are a priority for the company. Business Benefits 625% success increase in pack chase campaign with Altitude uci Agents are trained in three days Fast script builder allows business people to quickly change scripts on the spot Solution Profile Altitude uci used for handling blended campaigns. Altitude uci is perfectly integrated with an Alcatel switch Preview dialling allows agents to prepare for calls as the customer information pops before the interaction starts Firstly, improve the quality control system. Developments will be made to allow quality agents, which are agents dedicated to randomly select calls and qualify them, to use Altitude uci for quality control. At the moment the company uses a third party system and the tracking of phone call interactions alone, adds up to 100 hours per week of dedicated time. This new system using Altitude uci, once it is implemented will allow the easy and fast tracking of calls, listening to the agent/customer conversation and viewing what the agent was viewing during the interaction. This will immensely improve the allocated resource time spent identifying calls. Skills based routing is next in line in an effort to deliver the right calls to the agents with the most appropriate skills. This will positively impact customer service and customer satisfaction. Finally, WFAC is considering multimedia integration in its contact centre by introducing Altitude uci 8. This will allow interactions from many different media channels to be handled by appropriately trained contact centre agents who provide a great, consistent customer experience across all channels and have the know-how to answer customer queries. Altitude Software Case Study all rights reserved 4

5 We Fight Any Claim is the perfect example of how flexible our solution is. The endless adaptability of the tool to the many different scenarios that the company has had to deal with has been crucial to the success of the company. It s great to see the solution leveraging the potential of the business. States Adrian Wright, Sales Director, Altitude Software UK. Video case study available on: Contacts We Fight Any Claim Tintern House - William Brown Close Llantarnam Park Cwmbran, NP44 3AB Tel Altitude Software 7 Theale Lakes Business Park, Reading, Berkshire RG7 4GB UK Tel: +44(0) [email protected] Altitude Software Case Study all rights reserved 5