When Carlisle Brass sought to replace its contact center, it invited its team of long-serving customer service agents to help select the new solution. Avaya Contact Center Select was the unanimous choice, thanks to its usability. Since introducing it, the company has seen wait times cut in half and customer satisfaction increase. Reporting is transformed and a host of new insights have helped improve the customer journey, in line with Carlisle Brass and its parent company’s ambition to be number one in the field for customer service.
Carlisle Brass’s customer contact center was doing a lot of things right. Its team of 15 agents were dealing with 650 calls a day, taking detailed orders for next day dispatch of thousands of items of high quality door furniture. Its customers, from builders’ merchants to individual construction businesses, were satisfied with the service and the company was growing.
But Carlisle Brass, part of the Arran Isle group of international building products companies, was facing a decision. The platform that had been in place since the contact center was first opened had reached end of support, meaning any outages took time to fix. With the company calculating that every day of downtime led to a revenue loss of £150,000, this had substantial business impact.
While some at the company – such as digital lead Paul Gleave – were aware of the rich multichannel opportunities offered by newer solutions, its team of agents, several of whom have worked in the contact center for over two decades, loved the familiarity and simplicity of their legacy platform. Any replacement would have to win over this highly dedicated team.