Press release
Call Connection expands operations with ntl:Telewest
Business
- Greater bandwidth offers scope for further customer service
excellence and business continuity
25 July 2006 - ntl:Telewest Business, the supplier of
communications services to the public and private sectors, today
announced that Ipswich-based contact centre services specialist
Call Connection has chosen ntl:Telewest Business to help the
company meet growing demand for its services.
Call Connection acts as a call transfer agency handling calls
between more than 40 leading insurers, including The AA, Admiral
Group, Swinton, Norwich Union, Allen and Allen and Highway. Its
leading edge convergence technology ensures that callers always
talk to an agent, not a machine. When launched in October 2004,
Call Connection employed just eight agents, now staff numbers total
more than 250.
The company turned to ntl:Telewest Business to help it continue
to deliver its high standards of service, which includes a 95%
answer rate, while allowing for growth. Call Connection currently
handles 900,000 inbound and outbound calls each month, equating to
around 52 million minutes. ntl:Telewest Business has deployed a
resilient, carrier-grade ISDN (Integrated Services Digital Network)
solution into Call Connection’s new Ipswich service centre. As well
as providing a high capacity platform, the ISDN circuit design
offers a fully resilient service, guaranteeing connectivity at all
times.
“In our business, it’s imperative for us to have total
resilience, we can’t afford to drop calls or have line
disruption.”, said Judy Jones, Facilities Director for Call
Connection. “ntl:Telewest Business is providing us with both the
reassurance and the technology we need to run a successful, secure
operation during a time of phenomenal growth.”
ntl:Telewest Business has also supplied Call Connection with its
Dedicated Internet Access (DIA) service - a business class 2Mb
leased line delivered internet offering. This supports all of Call
Connection’s web, email and VPN (Virtual Private Network)
applications.
Jones continued: “By using ntl:Telewest Business, Call
Connection has been able to cut the cost of leased lines and now
has access to a much faster service backed up by 24-hour support
and excellent service.”
John Cunningham, Director of Business Markets for ntl:Telewest
Business, said: “UK contact centre staff numbers are rising year on
year and ntl:Telewest Business is at the cutting edge of this
industry, providing the technology that drives productivity and
efficiency benefits to numerous businesses across the country. Call
Connection is seeing dramatic growth and we are keen to offer our
leading expertise to support the company going forward.”
About ntl:Telewest Business
ntl:Telewest Business, part of the UK’s second
largest fixed-line telecommunications company, is a leading
communications provider to businesses, public sector organisations
and service providers in the UK. It delivers a complete portfolio
of voice, data and internet solutions nation-wide.
ntl:Telewest Business sales and support
teams are located across the UK, in close proximity to our
customers, as part of a commitment to deliver superior customer
service.
ntl:Telewest Business delivers services over
the Group’s £13bn investment in its state-of-the-art
infrastructure giving business customers access to the largest
alternative network in the UK.
ntl:Telewest Business is trusted to provide
critical communications to high profile customers
including: Heathrow's Terminal 5, Birmingham City Council and
Cambridgeshire County Council.
About Call Connection
Call Connection is call-handling centre with a distinct
difference. Supported by leading edge convergence technology,
highly trained agents answer, screen, filter and route telephone
calls. Working predominantly within the insurance sector,
Call Connection has a prestigious client list including many major
UK insurers and brokers from within the personal lines market.
Launched in October 2004, Call Connection now employs over 250
staff handling in excess of 60,000 calls per week. Based from one
location in Ipswich, Suffolk, the company is keen to benchmark its
competence and is ISO 9001: 2000 compliant and accredited to the
Call Centre Association standard for best practice. Call
Connection is also authorised and regulated by the Financial
Services Authority. Call Connection prides itself on the
exceptional service provided to its business partners and
customers.
For further information call 0845 073 1173 or visit www.callconnection.com
ntl:Telewest Business press contacts:
