National Savings & Investments (NS&I) case study

National Savings and Investments (NS&I) is a state-owned investments organisation well-known for Premium Bonds and Savings Certificates.

The challenge

  • Required a leading-edge and resilient contact centre operation
  • Consumer demand increased, this lead to the creation of two new call centres
  • An urgent review of the telephony system was required

The solution

  • Direct contact with customers by telephone increased from 2 million calls to 3.5 million calls per annum
  • Customer service satisfaction levels were enhanced
  • Greater flexibility was achieved across the operation, with call handling improving significantly
  • Costs were reduced as efficiency increased
  • Redcentric's solution was scalable and resilient, providing up to 99.999% in-built reliability

Why Redcentric

  • Excellent reputation for contact centre support
  • Able to work to tight two-month build and installation deadlines
  • Worked in conjunction with Siemens for a seamless switchover
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Industry / Sector

Financial Services

Services

  • Installation of a 85-seat contact centre
  • Upgraded the contact centre infrastructure
  • Call recording
  • Three new contact centre wallboards
  • Technical and maintenance support
Download the NS&I case study