Vanquis Bank
Workplace Communication Case Study – Vanquis Bank
The customer
Vanquis Bank is a credit card provider based in the UK. They specialise in providing a service to customers who may have had problems getting a credit card in the past and those who would like to repair bad credit ratings. Vanquis pride themselves as being responsible lenders and offer their customers support, education and help in controlling their spending. Having friendly, efficient UK call centres is therefore an important benefit for their customers.
The challenge
Plasmanet were asked to provide an internal communications solution to disseminate key data to a new 400 seat contact centre based in Kent.
They had not been using any form of automated internal communications solution previously; instead they relied on paper and flipcharts. However, for their new call centre they wanted to install a wallboard-style internal narrowcasting solution using LCD screens.
Our challenge was to distribute different data from the 4 contact centre teams (Customer Services, Fraud, Acquisitions and Collections) and mix that with general office messages. They also wanted to be able to send key sales and call statistics to a large screen located in the London Head Office.
The solution
Hardware and software
Plasmanet provided a turnkey solution, installing twelve 42 inch LCD screens over 2 floors in the new contact centre and one 42 inch LCD screen in their London office.
Since our customer was using Callmedia call management software, Plasmanet worked closely with the telephony supplier to create connector software (an API) that would allow us to link into the customer’s call data. We could then push the required call statistics around the contact centre and across to Head Office.
As well as communications software, we also installed videoconferencing software for key managers. They can now hold meetings on the move or from the comfort of their offices, helping the business to reduce travel costs and down time.
Screen content
Each of the four contact centre Teams have dedicated LCD screens showing a range of key data, including calls queuing, calls answered, calls offered, and calls abandoned.
Combined with the call statistics, the London office has chosen to broadcast general internal communications messages. These use templates designed by the team at Plasmanet to meet the customer’s brand guidelines, and allow a range of information to be broadcast in a variety of formats. At Vanquis, they have opted to mix editable daily messages on a moving ticker, with live traffic newsfeeds and local weather reports.
Sales targets are presented on-screen using data from Excel spreadsheets, and other information comes from PowerPoint presentations. Social messaging is very important to help motivate call handlers, and Vanquis use the Plasmanet system to announce competitions, show pictures from corporate events, and recognise important events such as Remembrance Day.
Four week roll-out
Plasmanet had just one month from the receipt of the customer’s Purchase Order to the grand opening of the new site on August 11th 2008. In that time we installed the LCD wallboards, configured the software and got the solution up and running.
The Verdict
“The Plasmanet solution was chosen as a communication tool within the bank as it worked at a number of levels: call centre statistics could be shown when required; corporate communications could be actively presented, in a range of formats and within a short delivery time; it worked seamlessly across multiple locations; and offered a ‘green’ approach to the alternative - reams and reams of paper! The operation has also benefited from the video conferencing solution which was bundled into the deployed solution.
As an aside to this the office has remained a far smarter and tidier place to work, with the benefits of centralised, standardised data delivery.”
Adrian Dorey, Telecoms Manager
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