Business First Partnership is a family-run UK-based corporate travel firm whose success is based on its people, its systems and its dedication to being the best, even in a marketplace crowded with larger competitors with bigger IT budgets.
They rightly pride themselves on the highest levels of personalised service and expertise, offering 24/7 support and integrated technologies which make travel planning seamless and highly responsive. With this in mind, they could not afford for their communications systems to be anything less than superlative.
BFP was already using Teams internally when Conversant came on the scene. However, they had no deeper analytics to really understand their call statistics, and moreover the need for their staff to call premium numbers frequently was racking up a high cost to the business.
We needed to fully get to grips with meeting clients’ service level agreement metrics and analysis for staff training, because without validated data, we couldn’t achieve the on-demand reporting functionality that our clients required.
Marc Jülicher, Technical Director, BFP
As we were already using Teams internally, when we realised Conversant could combine this with the contact centre facility we needed, it made perfect sense.
In early 2020, with the Covid-19 pandemic beginning to impact the world, BFP needed a solution that allowed it to not only keep up with, but excel against, other companies in its arena. They needed fast, reliable deployment that was tailored to their needs, as well as ongoing professional and technical support from Conversant's team of experts, utilising the Teams interface to centralise all communications, both internal and external.
Conversant therefore filled the gap in Business First Partnership's reporting capabilities for both external and internal clients. It can now easily export monthly call statistic reports for its clients, and, likewise, analyse staff call statistics to further enhance customer experience.
Jülicher said: It has worked really well. We can now view agents’ call behaviour and tailor training for improvement, and clients now receive call stats on demand which is in line with our full transparency policy.
Previously, we couldn’t fulfil our obligations to clients’ recording the SLAs, so there was a gap that we needed to close.