With a mission to recycle and re-use as much waste as possible, Zero Waste Group has diverted 92 per cent of waste from landfill for its 50,000 customers. The company identified that efficient customer contact is key to its operations.
The eco-friendly disposal company implemented NEC’s Univerge Blue UCaaS solution to improve the customer experience and internal communications. In the process, the company has increased its profitability by 33 per cent.
Edward Cain, managing director at Zero Waste Group, said, “To make sure we maximise profitability, every call needs to be answered. Until now we lacked intelligent call routing, reporting functionality and the flexibility for remote working. As a result, we missed a large number of calls with an average order value of £350 each.
“Univerge Blue by NEC is the perfect solution for companies like ours, as it provides us with visibility of the teams activity and live information to show the status of our agents, who love the intuitive application. All the routing is cleverly handled in the background so our staff can focus on their jobs and turn calls into sales.”
The company’s specific requirements included call routing, call handling, call coaching, call barging, listening to call recordings, and live and historical call statistics – including for all remote agents. NEC Univerge Blue is providing Zero Waste Group with all these features.
More efficient communication has resulted in 33 per cent more profitability, a 61 per cent increase in team efficiency, and 16 per cent less IT admin and costs. The eco-friendly disposal company can also now offer an improved customer experience, as well as eliminating missed calls and missed business through call back, call routing and analytics.