TieTa goes omnichannel to improve agent and customer experience
TieTa is an award-winning provider of outsourced contact centre services based in Banbury, Oxfordshire. Its expert team of agents work with businesses across a range of industries – from financial to automotive services – delivering support to more than 500,000 customers.
TieTa’s primary services include inbound and outbound customer service, vulnerable customer management, telesales, marketing, debt recovery, arrears management and complaints handling. Businesses can tailor their services to suit their unique needs with dedicated or shared teams of agents that can be scaled up and down when required.
To support such a dynamic operation, TieTa needed a contact centre solution that was flexible, scalable and omnichannel. It also wanted a solution that was easy to use and which could produce detailed analytical reports to aid its business decision making. Here’s why COO Tom Horne and Operations Director Risto Proosa found Puzzel the perfect fit.
Comparing the market
Before switching to Puzzel, TieTa used separate platforms for each of their communication channels. “We had one platform for emails and one platform for calls and it was just so inefficient. What we really wanted was an omnichannel solution,” Risto explained.
After comparing several solutions on the market, TieTa chose Puzzel’s cloud-based Contact Centre and Ticketing solutions for their flexibility, ease of use, and reporting tools. They had also heard good feedback from customer service agents at MYJAR, a flexible lender that Tom and Risto also head operations for.
“Having all the systems across one platform makes it so much more efficient for the agent,” Risto said. “You can also really dive into the metrics. If you think about our business, then data is so important. You have to make a lot of decisions based on data, so if you don’t have enough, you cannot make good decisions. It’s given us more overview and more visibility, which has led us to make better operational decisions. Even for scheduling, if we think about monthly and daily rotors, it just helps knowing the average handling times and knowing what every agent can and cannot do.”
The speedy transition
When it came time to switch over, Puzzel Account Manager Jenna Shanks visited TieTa’s office to observe how they operated and discuss their business goals. “We had a brilliant week with Jenna. It was a fact finding mission. She laid out the offerings that Puzzel do brilliantly well. She was engaged right the way through contract negotiations to project launch. I must say as well, your tech team was fantastic. We dealt with a chap called Sundeep Boughan, who was absolutely brilliant,” Tom said.
With all the preparations in place, TieTa was then able to implement their new solution in just a few hours with minimal downtime.
“On the day of go–live, it went really smoothly,” Tom said. “Switching to Puzzel Ticketing was also super easy … our agents didn’t actually need much training. It was almost like when we went live, they could just start using it right there,” Risto added.
TieTa now share their solution with MYJAR, with both companies running their contact centre operations through the same instance.
Nailing agent experience
With Puzzel, TieTa has seen an improvement in its performance across the board. The ability to service all channels in one unified system has slashed wait times for customers and led to lower abandonment rates, Tom said. It has also improved their agent experience, cutting down effort and boosting efficiency.
“Puzzel was the perfect option for us,” Risto said. “I’ve worked with different systems over my eight-and-a-half years in this chair, and so far the agent feedback on what system has been the easiest to use has been Puzzel. It’s always great to have that feedback from the agents because they are the ones actually using the system.”
“It’s a really simple system to use, so that allows our agents to speak to our customers and not really worry about the technical system they have to use,” Tom added. “A lot of companies would measure customer experience only, but you must measure agent experience too, and if you reduce agent efforts to complete the task, the gains in efficiency are tremendous.”
Happier agents have led to happier customers, and after a successful 2020, TieTa is now looking forward to growing in 2021. “We want to grow, we want to be there for as many clients as possible. We’ve got a really, really solid base that we can grow on and we can tailor our approach to each individual client that comes through,” Tom said.
To find out how Puzzel can help your contact centre exceed its business goals, book your free, 30-minute custom demo here.