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Contact Centre Technology

Hillarys made-to-measure quality approach extends to customer service

4 min read
Author Business Systems UK
Date Aug 19, 2014
Category Call Recording Technology

Established in 1971 Hillarys is the UK’s number one supplier of made-to-measure blinds, shutters and curtains. Handling over 1.2 million inbound customer contacts a year the company is dedicated to providing the highest levels of customer service across a 180 seat contact centre, supported by 1,000 field based Sales Advisors.

Managing a multi-channel contact centre, enquiries are split 50/50 between web and inbound calls. With KPIs around answering 80% of calls within 20 seconds and minimising lost calls to under 2%, Hillarys fits the mould of a best practice contact centre, earning themselves a place on the UK’s top 50 Contact Centre list. As part of a continuous programme of improvement the company took the opportunity during a recent telephony upgrade to review their call recording infrastructure and how it could be improved to better support the needs of their customers and agents.

After reviewing a number of call recording products and suppliers on the market, Business Systems (UK) Ltd was selected as a strategic partner to work with in implementing the Red Box Recorders Quantify product. Julian Bond, Head of ICT at Hillarys commented

Business Systems was an organisation we could work with; they weren’t restricted to   selling us a single product but focussed on understanding our business and helping us choose the product which would work best for us. We wanted a capable partner with plenty of experience in complex integrations and appreciated their collaborative style and informed approach that seemed to be genuinely centered on delivering tangible value to our business”.

Paul Mellors, ICT Service Delivery Leader at Hillarys goes on to comment “The Red Box product felt like a good fit for us, it was simple to implement, easy to work with and has an intuitive interface and the commercials were right.”

Julian adds “We wanted to ensure quick utilisation, scalability and a product which was clearly unhindered by the need to support extensive legacy features. A solution built around web services was key to allowing easy and flexible integration with other systems, as we continue to pursue                            a service-oriented architecture strategy.”

View the full case study here or contact us to find out more.