Case Study
Richburns
Learn about our implementation of a Five9 Contact Centre Solution for Richburns, a leading UK-based debt resolution firm.
Introduction
Richburns is a leading UK-based debt resolution firm, specialising in delivering effective solutions to help individuals and businesses manage their debts more effectively. Leveraging their extensive expertise in the field, Richburns provides various services ranging from debt recovery to tracing, ensuring that clients have access to a comprehensive range of solutions for their unique needs.
With a dedication to regulatory compliance, Richburns adheres to strict standards, such as PCI DSS, ensuring that its processes are secure, transparent, and trustworthy. The firm's commitment to providing excellent customer service and its ability to adapt to technological advancements have contributed significantly to its reputation as a prominent provider in the debt resolution industry.
One of the primary reasons for choosing Onecom was the confidence they instilled in our management team through their professionalism and comprehensive contact centre experience. The implementation period from tender to operation was a swift 14 weeks, which has already been a game-changer for our customer service team.
The Challenge
Richburns' foremost objective was to upgrade their 15-year-old Avaya system, with a clear focus on enhancing flexibility, all the while upholding compliance and safeguarding data integrity.
Despite previous upgrades to the system, it remained a fixed, hard-wired solution that limited agents to their desks.
The system really began to impact Richburns during the pandemic. Due to the hard-wired setup, agents were unable to work remotely, causing the company to close its doors for a few weeks until they were able to provide a safe solution for agents to work from the office.
The outdated system limited Richburns' ability to offer its agents flexibility and hindered the firm's disaster recovery capability. The limited features and lack of integration with digital communication channels meant that Richburns needed to look for a comprehensive solution that would streamline their operations and enhance their compliance capabilities.
Moreover, Richburns was eager to improve its reporting capabilities and to centralise its multiple systems into a one-stop-shop solution. The company also desired a system with robust call recording and storage capabilities to maintain recordings for two years.
The Solution
After evaluating multiple vendors through demonstrations and meetings, Richburns chose Onecom to implement Five9’s intelligent contact centre platform, offering an all- inclusive solution that allowed for all of Richburns’ customer service channels to flow into one, simple-to-use platform with consolidated reporting, call recording, and assured PCI DSS compliance.
Driven by the key objectives of flexibility and compliance, Richburns partnered with Onecom to seamlessly integrate the Five9 solution with Connect4Teams, enabling direct routing and secure voice recording within their established Microsoft Teams environment.
Onecom's collaboration with ASC, a trusted partner, further assisted Richburns in optimising their back-office operations and implementing robust call recording capabilities to meet their comprehensive needs.
The implementation of the Five9 contact centre solution by Onecom has had a transformative impact on Richburns' operations. The platform not only provided a seamless transition to a cloud-based contact centre, but also enhanced the firm's operational efficiency, customer service,
and compliance measures.
The unified dashboard and real-time agent status tracking have greatly improved operational efficiency, allowing Richburns to streamline workflows and enhance agent performance. Furthermore, the recording and storage capabilities have been instrumental in providing quality assurance while also ensuring compliance with regulations.
What next?
Moving forward, Richburns plans to further leverage the Five9 solution by integrating an Intelligent Virtual Agent (IVA) solution within the IVR (Interactive Voice Response).
This will allow for automatic customer identification and verification (ID&V), saving an average of 1 minute 45 seconds per call - a saving that is set to translate into approximately £55k in debt secured per annum, scalable in line with agent increase. Additionally, this integration ensures compliance with client requirements for customer identification and verification (ID&V), guaranteeing consistent "passing" of the ID&V criteria.
The implementation of this solution provides us with the confidence to meet compliance obligations while delivering substantial time and cost savings, contributing to the annual debt-secured amount.
This successful collaboration with Onecom underlines the transformative potential of adopting advanced contact centre solutions in the debt resolution industry.
The implementation of the new solution has revolutionised our operations and hiring practices, leading to remarkable changes. The positive impact on our agents' satisfaction, engagement, and performance has been evident since implementing the solution. Our operations have undergone a transformation that has made us a more attractive employer and has resulted in enhanced productivity.