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Telviva strives to enable better quality conversations for businesses through the technology of context-driven Unified Communications as a Service (UCaaS) and Contact Centre as a Service (CCaaS). Picture: Telviva
Telviva strives to enable better quality conversations for businesses through the technology of context-driven Unified Communications as a Service (UCaaS) and Contact Centre as a Service (CCaaS). Picture: Telviva

Zestlife offers a wide and comprehensive array of insurance products including gap cover, dental cover and credit protection.

The financial services provider has built its business on being passionate about its customers and treating them fairly. This requires efficient and effective management of customer communication and engagement, making its contact centre a vital part of its operations.

However, when Craig Swain took over as Zestlife's call centre manager in 2019, it was falling short in helping the business to achieve its goals.

Working with Telviva, a market leader in cloud-based communications solutions, Swain was able to turn Zestlife's contact centre around simply by optimising the company's existing investment in Telviva's Contact Centre as a Service (CCaaS) technology.

Understanding the role of a contact centre

A contact centre is pivotal to customer experience and satisfaction as it is where customers interact with the business. The goal of every interaction should be to connect customers with the correct agent, who has the right knowledge and context to successfully resolve queries.

A contact centre manager plays a crucial role in not only ensuring everything runs as it should, but in optimising operations to improve effectiveness.

Challenges faced by Zestlife

At the time Swain took over, Zestlife's call centre was set up with unstructured inbound calls; there were long wait times for customers due to difficulties in managing call routing and an unacceptably high number of dropped calls. This meant many customers or potential customers were not receiving a resolution to their queries. 

This was caused by no-one in the business understanding the systems that underpinned the contact centre. Zestlife had already implemented the Telviva suite of cloud-based communication solutions, but was not using them optimally and had barely scratched the surface of the technology’s capabilities.

The intervention

Because Telviva solutions had already been implemented, the process of turning around Zestlife's contact centre was far easier.

One of Telviva’s strengths, outside the actual technology itself, is a managed-services model that enables its customers to learn, manage and deeply understand this technology.

Through the Telviva technical team’s close collaboration with Swain, Zestlife's contact centre operations were streamlined by identifying how to set up and effectively deploy Telviva's solutions to meet the business's unique needs.

The call centre team were also given comprehensive training on the use of the Telviva platform and its functionalities.

The positive outcome

After collaborating with Telviva, the effectiveness and efficiency of Zestlife's contact centre has improved radically.

As of March 2024, the average wait time for customers to chat to a contact centre agent had been reduced to 16 seconds, which is exponentially better than the long waits previously.

Importantly, there has been a significant decrease in dropped calls and an impressive improvement in call routing accuracy, which has resulted in improved customer service and increased sales.

Telviva speaks the language of someone who doesn’t understand technical jargon. They make everything easy and simple to understand. Their turnaround times when we log tickets are simply remarkable
Craig Swain, Zestlife call centre manager

Beyond the commercial benefits for Zestlife, optimising its investment in Telviva's solutions has increased the efficiency and productivity of its contact centre agents. By understanding the product suite better, Swain, as call centre manager, is able to monitor the contact centre operations effectively, knowing that support is only a click away. Ultimately, the successful turnaround of the contact centre has enabled flexibility, agility and scalability for future growth.

Swain directly attributes this remarkable turnaround to the ongoing, live support he and his team receive from Telviva.

“Telviva speaks the language of someone who doesn’t understand technical jargon. They make everything easy and simple to understand. Their turnaround times when we log tickets are simply remarkable,” he says.

“By way of example, in 2020 during the lockdown, all staff suddenly had to work from home. Besides enabling this switch to a remote contact centre working within a day through Telviva One and Telviva Mobile, they guided us on how to deal with many different internet connections, routers and technology and taught us how to route calls to consultants efficiently.

“This kind of hands-on guidance continues today, and agents have great flexibility in how they access and use the Telviva platform.”

Swain says there are plans to deploy more capabilities using Telviva Engage — a multichannel inbound, real-time communication platform — to seamlessly integrate various communication channels in the future. 

Whether you require a basic solution or a full-function omnichannel operation, Telviva's highly experienced professional service team will help you evaluate the best fit for your business's needs and digital journey. Contact Telviva today.

This article was sponsored by Telviva.

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