BGL Group’s strategic focus is to make a difference for its customers, colleagues and communities. The Group has developed a Customer Excellence strategy intended to utilise digital technology with the aim of improving overall customer experience. BGL is a leading digital distributor of household finance products to more than eight million customers who are serviced through Fusion contact centres across the UK. Continue reading BGL Group invests in Customer Excellence programme to build multi-channel capability.
CASE STUDY: BGL’s customer contact centres are made up of 1,300 people across four sites in Peterborough, Sunderland, York and Wakefield. Together they deliver high-quality customer service expertise on behalf of BGL Group’s businesses, including Frontline (home to insurance brands Budget Insurance and Dial Direct), Beagle Street, the online life insurance company, and Junction, BGL Group’s partnerships business, working with blue chip partners. Continue reading BGL Group launches new on-boarding strategy across its contact centres, resulting in 98% employee engagement
CASE STUDY: Genius foods started out in Edinburgh in 2009 with the aim of providing high quality alternatives for baked products on the shelves that contain gluten. The business quickly became a multi-site company with locations in Bathgate, Hull and Scunthorpe. Today the products can be found in stores around the world. Continue reading Genius Foods chooses RingCentral as Unified Communications provider
About the customer: A Tier 1 American multinational banking and financial services corporation – one of the largest bank holding companies in the United States by assets, with operations in more than 30 countries around the world. Continue reading A Tier 1 multinational bank selects Business Systems to manage major legacy call recording project
CASE STUDY: One of the top five British banks has successfully deployed a major fraud-prevention update, helping to halve the rate and cost of fraud per year thanks to Aspect Software, pioneers in customer contact centre software. Through the use of Aspect’s cloud-based trust platform, Aspect Verify, the bank was able to successfully reduce the risk of increasingly sophisticated types of mobile fraud, while improving its overall verification process. Continue reading Aspect Software helps major UK bank to reduce cost of fraud prevention