Delivering the very best in multinational and multilingual customer service through 700 Lifestyle Managers across more than 60 offices, means keeping up with technological advances. With NewVoiceMedia as its global partner, Quintessentially is benefiting from state-of-the-art functionality and the ability to manage 35 languages and multiple time zones. The solution provides real-time visibility of call queues and handling times around the world, which is vital for the business in ensuring members receive a consistently outstanding service. In 2013, Quintessentially’s SLA levels were over 96%, abandonment was less than 1% and the average speed to answer, an incredible six seconds.
Quintessentially operates a ‘no-IVR’ environment whereby personnel immediately answer all incoming calls. Members are recognised by their phone number, whether mobile, office or home line, and a ‘screen pop’ together with ‘audible whispers’ identifies them to the Lifestyle Manager – often providing valuable additional information as well.
ContactWorld offers advisorsimmediate access to a customer’s entire history of interactions from one screen and consultants can make calls directly from within Salesforce with the click-to-dial function, saving time and improving call connections. As ContactWorld is a true cloud solution, Quintessentially can seamlessly re-direct callers to advisors in other offices, linking calls directly to cases through salesforce.com.
Platform performance is also assured with NewVoiceMedia’s proven 99.999% availability, and as the business grows, ContactWorld ensures complete flexibility and scalability, enabling new functionality and consultants to be added in minutes.
Paul Drummond, Commercial Director and Co-Founder at Quintessentially Lifestyle, comments, “With NewVoiceMedia, we have found a technology partner that truly understands our company and the high standards our customers expect. Exceptional service is core to our business and we are constantly striving to deliver world-class experiences to customers, each and every time. ContactWorld is helping us to deliver on this vision, as we can now offer a consistently personalised service, while improving the satisfaction of our lifestyle managers”.
Jonathan Gale, CEO, NewVoiceMedia, comments,“Quintessentially recognises that its high net-worth global customer base expects a consistently outstanding experience every time and is taking advantage of our cloud contact centre solutions, which enable them to deliver excellent service to customers, every time they call. We’re thrilled to be helping Quintessentially deliver on its vision which is so integral to its core values”.
Quintessentially Lifestyle is the leading luxury members’ only concierge club. Founded in 2000 by Ben Elliot, Aaron Simpson and Paul Drummond, Quintessentially has been providing members with its award-winning lifestyle management and concierge services for more than a decade, offering specialist advice, insider access and exclusive benefits.
For further information, download the case study at www.newvoicemedia.com