Reinventing customer experience in the cloud

Constant innovation and development

Based in Dublin, CallPageboy thrives on innovation. The company started in the 1970s as a mobile communications supplier and today it offers around-the-clock customer experience services for companies of all sizes. Building richer connections between customers and brands, it’s a one-stop customer satisfaction shop that saves clients the hassle of having to hire, manage and develop staff or invest in technology.

The next step in its business evolution was developing new services. “Most of our clients are putting their data and systems in the cloud,” said Ken Colley, Managing Director at CallPageboy. “So, although we’d always had a good Genesys on-premises experience, we knew we had to transform to stay relevant and thrive. We asked ourselves ‘What else can we do for customers?’ and ‘How can we contribute more and deliver greater value?’”

Safe and secure system changes

Guided by its trusted partner, Wren Data, CallPageboy moved to the Genesys Cloud™ solution after a successful pilot. “We were impressed by the Genesys Cloud omnichannel roadmap and the ease of integrating it with our IVR system and operational processes,” added Colley. “We do a lot of in-house scripting and coding, so the solution’s open APIs were a revelation.”

Given the always-on nature of CallPageboy services, system updates and upgrades were always a source of stress. So, when the Genesys Cloud solution came along with its continuous development and release model, there was a big sigh of relief from the company’s IT team. No more working late nights or weekends.

Engaged, inventive employees

Approximately 50 agents deal efficiently with 10,000 calls weekly, with a similar volume of inquiries across SMS, email and chat, on behalf of more than 200 clients across over a dozen industries. Data never leaves the client’s CRM system, but agents don’t have to be trained on each individual setup. Carefully designed scripts take care of everything, saving more time and resources.

“If a customer calls to check a hospital appointment or renew their car insurance, we can bring up all their details on the spot,” said Michelle O’Donnell, Head of Operations at CallPageboy. “And we’re able to keep our agents engaged and motivated by offering swaps between different roles such as virtual receptions, help desks, sales, marketing and order fulfillment.”

CallPageboy employees often go above and beyond, like when a customer got separated from her distressed child who was stranded in an elevator. “This lady pressed the floor button, but the lift wouldn’t move, so she stepped out to get a mobile signal so she could report the fault,” said O’Donnell.

“Suddenly, the doors closed, leaving the child stuck inside. Thankfully, our quick-thinking agent secured an urgent callout from the lift company, while connecting the mother’s mobile to the lift intercom so she could calm her daughter until the engineers arrived.”

Greater oversight equals heightened customer experience

Managers and supervisors enjoy greater awareness and control. “We’ve gone from reactive to proactive resource planning, allowing us to forecast and schedule agents based on real-time data,” said O’Donnell. “Before, we used to watch and wait for something to happen. Now, with Genesys Workforce Engagement Management, we receive alerts at the first sign of a bottleneck and have a much clearer view of customer journeys.”

That oversight ensures people with the right skills are in the right place at the right time – reducing average handle time by 20%. And CallPageboy is eyeing further improvements. Screen-sharing, co-browsing, quality assurance analytics and building a library of customer recorded tutorials are on the list.

“Introducing artificial intelligence will allow us to triage and pre-qualify customer requests for plumbing and gas repairs, for instance,” said O’Donnell. “Currently, an agent will process around 15 such calls an hour and turn only 50% into appointments. Using bots, we reckon we can halve the number of calls and increase that conversion rate to nearer 90%.”

Just-in-time business resilience

In the light of the COVID-19 pandemic, the company’s decision to move to the cloud couldn’t have come at a better time.

“Thankfully, we’d managed to get most of our employees working from home at quite an early stage,” concluded Colley. “However, we still had to man one customer’s antiquated emergency call monitoring system, forcing some staff to still be office-bound. It was 20 years old with no manuals and couldn’t be moved.”

“Working right up to the eleventh hour, our IT team managed to replicate the system and got it done before the COVID-19 lockdown. None of that would have been possible without Genesys Cloud.”