Keeping connected with customers

Faced with a rapidly growing base of customers, the UAE’s National Bonds Corporation has deployed Vocalcom’s Hermes contact centre solution, to help customers access the information they need, and to streamline its sale processes

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Keeping connected with customers Bibars: The Hermes system has contributed to sales growth by enabling tailored outbound campaigns.
By  Mark Sutton Published  January 8, 2014

Faced with a rapidly growing base of customers, the UAE’s National Bonds Corporation has deployed Vocalcom’s Hermes contact centre solution, to help customers access the information they need, and to streamline its sale processes.

Good communications with customers is a vital part of any business, and for many organisations, the contact centre, and the advanced capabilities that modern solutions offer, has become the main tool in managing a growing number of customers, while maintaining quality of interaction.

For the UAE’s National Bonds Corporation, catering to an expanding customer base as its business has expanded, created just such a demand for strong customer contact solution. The Shariah compliant investment fund, which is owned by the investment arm of Dubai government, was launched in 2006, and today has grown to a base of over 740,000 investors, from a diverse base of retail customers, high-net-worth individuals, and corporate customers. The corporation is responsible not just for providing financial returns for its investors, but also encouraging a culture of saving and financial responsibility, meaning it is very focused on promoting its services to a wide range of potential customers.

Ahmed Bibars, head of the Retail Business Department, National Bonds, said that as the company experienced increased growth, it became apparent that it needed more advanced customer contact solutions than its original set up which only consisted of an auto attendant on an analogue PBX. National Bonds was receiving between 1,800-2,000 customer calls per day, a large volume to manage, and the company also faced the added complexity that it has over 200 different nationalities among its customer base.

“The contact centre is the frontline in meeting customer issues and enquiries. We had to cope with the demand, and an increase in our customer base, by implementing a solution which can give us the maximum flexibility when it comes to staff skilling, and when it comes to matching the customer language, we need to cater to the large mix of nationalities that we serve,” Bibars explained.

In terms of requirements, National Bonds needed a contact centre that would be able to scale to its growing customer base, manage communications across different media, and also be easily integrated with the company’s existing systems including its Microsoft Dynamics CRM, and that could be quickly implemented. The company assessed a number of leading contact centre solutions, before selecting a set of solutions from Vocalcom, including its Hermes Net 4.2 contact centre.

“When it came to flexibility, Hermes was number one,” Bibars said. “It is adjustable, scalable, user friendly; secondly it is affordable, for all the benefits that we are getting, the cost is quite fair.”

Bibars said that the Hermes solution stood out from competitors in a number of different areas, all of which are important to National Bonds activities. In terms of inbound calls, the system has seen a large reduction in calls that need to go to agents, through the provision of a more powerful and flexible IVR service which enables customers to get the information they need without agent interaction.

“When it comes to inbound, the IVR saves a lot of time. We can focus more on our VIP customers. Hermes as a solution allows me to identify my customer by his mobile number or other lines he is calling from, so I can identify the customer, the net worth of the customer and give him priority. We have managed to put almost 40% of our customers on self service by now, that also gives me a bit of space in my manpower planning,” he said.

The Hermes solution is also able to automatically route calls according to the language of the customer, which is becoming increasingly important as National Bonds looks to expand beyond the English and Arabic language capabilities it has at present, into other languages including Hindi, Urdu, Tagalog and Russian.

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