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Our goal was to incorporate the Omni AI components of ConnexAI to assist us with efficiency goals.
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Throughout its 12 years of history, financial claims giant Gladstone Brookes has recovered over £1 billion in financial claims for their clients.
The company required a customer engagement provider to assist with its quick international growth, including the start-up of a new contact centre in South Africa, as well as to deal with a new peak in claims as the deadline for PPI claims drew near. ConnexAI was carefully chosen to complete the assignment. Following the start of our partnership, the company quickly met all of its planned objectives and experienced a 233% increase in productivity.
Read more about how ConnexAI helped Gladstone Brookes to:
Gladstone Brookes’ expansion plans included the launch from scratch of a new contact centre in South Africa, and ConnexAI delivered: shortly after a quick set up, the firm could expand their South Africa office from just two staff to a team of 250, which was managed and directed from the UK thanks to our platform’s WFO features.
“I can see everything without having to be at the call centre,” says Rachel Ashton, Customer Service Manager at Gladstone Brookes. “We can see when agents are on the phone, what they are doing, manage break times and even see when they are logging in or out to make sure that staff are doing all that they have been requested to do. It’s helped us get more campaigns out to our South Africa call centre than we ever thought that we could.”
If you want to learn more about how ConnexAI is captaining the customer engagement revolution, drop us a call or a message!
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