Our Clients | Finance

Gladstone Brookes

Increasing productivity by 233%

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. Connex 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.

Gladstone Brookes

More calls, less time

Read more about how Connex helped Gladstone Brookes to:

  • Rapidly expand their South Africa office from just two staff to a team of 250
  • Transition from handling 3,000 to 10,000 customer calls per day
  • Hire and onboard customer agents at a much quicker pace and get them live straight away with minimal down time.

Read Testimonial

Building a contact centre from scratch

Gladstone Brookes’ expansion plans included the launch from scratch of a new contact centre in South Africa, and Connex 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.”

“Without the support from Connex in regards to development, and how they have helped our business grow tech-wise, we wouldn’t have been able to do half the things we have done here at Gladstone Brookes.”

Rachel Ashton

Gladstone Brookes

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