When Market SA moved offices from Noswal Hall to Advantage House in Braamfontein, the company decided to reduce the number of service providers it had been using for its voice traffic. Since voice connectivity is absolutely critical for an organisation that’s core business function is focused around making calls, the chosen provider needed to deliver a given number of Primary Rate Interfaces (PRIs), each of which provide multiple channels that can be used in a flexible manner by the user.
Considering the type of customers Market SA has – namely, financial services sector organisations – call quality is of paramount importance to the business and its clientele. After all, any bank worth its salt wants its clients to have a good customer experience, so the quality of line and clarity of voice are critical to Market SA’s continued success.
With up to 500 people making calls at any given time in Market SA’s contact centre, high quality lines were critical and this is exactly what Neotel offered with its all fibre, next generation network. In addition, suggests company CEO Neil Novick, the other key reasons for choosing Neotel were the fact that the company’s price was by far the most competitive, while its people were extremely accommodating and responsive.
At present Market SA has a total of 15 PRIs with Neotel, with an additional five through a second operator to provide redundancy. While delays at implementation are inevitable, Novick points out that the approximately three months it took Neotel to sort out the project was considerably shorter than that of the secondary operator.
“Neotel got the lines laid in very good time,” Novick says, “considering they had to dig up pavements to lay fibre first.
“The only remotely stressful issue related to the use of Neotel’s connectivity is the fact that I am unable to settle the monthly account via credit card, despite being promised that I would be able to. However, the money I am saving with Neotel’s service more than makes up for it. Thanks to their extremely competitive prices, I am now able to plough more money back into the business,” states Novick.
The single biggest result that Market SA has achieved through moving to Neotel as its main service provider has been that it has become more efficient.
“In a call centre environment, the easiest way to judge how well your business is doing is by the complaints made by your agents. Obviously, if the line quality is poor, there will be more calls dropped or cut off and more customers that need to be called a second or even third time. If I am not hearing complaints from my agents, I know that the lines are working as we expect them to.”
“High line quality leads to increased customer satisfaction that has a positive impact on our corporate reputation. It also means my agents are making more sales and more commission for themselves. Happier agents mean more productive workers,” says Novick.
Neotel’s service has also had a huge impact on Market SA’s customers. “Utilising Neotel’s fibre network has certainly enabled us to walk our talk. It is also much better for our corporate image. Using the Neotel lines feels a bit like moving from driving a jalopy to driving a sedan,” he says. “There are three key reasons we chose Neotel as our core service provider: their quality of service makes it much easier to do our job; their pricing offers us savings that can be ploughed back into the business and their service and flexibility makes dealing with them an absolute pleasure,” he concludes.
- Quality of line and clarity of voice are critical to any call centre’s continued success. Neotel provides both.
- Excellent service, competitive pricing and flexibility are Neotel’s strong points.