Real People now has in excess of 150 customer service centre staff in its East London offices in Quigney. In order to more effectively manage the relationship with customers, staff are organised around inbound calls being made by customers (an inbound call centre) and outbound calls (an outbound call centre).
The inbound call centre is responsible primarily for fielding and resolving customer queries, whilst the outbound call centre is responsible for verification and updating of personal details as well as debt management.
Over the last 10 years, the financial services industry has been under increasing pressure to interact with and respond to customer requirements more efficiently and effectively. This has, perhaps not surprisingly, led in turn to a much greater reliance on call centres to manage key aspects of the relationship with the customer.
Inbound call centre customer services manager Johan Pool says: 'Real People recognised from very early on, that if we were to effectively respond to, and resolve, a customer request in the shortest possible time we would need to have technology capable of providing us with the platform to manage this interaction'.
Real People has put substantial effort into developing customer contact systems which integrate telephony systems and contract databases. This has enabled call centre staff to talk to customers on the phone with all of the relevant information needed to make a real time decision at their fingertips. In addition to providing the capability to resolve customer queries immediately, the technology also provides the team with the capability to provide 'after the fact' customer service - this is particularly useful for dealing with queries that are too complex to be resolved real time on the phone.
Currently Real People's Inbound Call Centre receives about in excess of 25,000 calls per month.
These include, amongst other things, requests for product information, balance enquiries, statement requests and copies of contract documents.
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