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Published on 23 February 2021

Free Webinar - How D&G transformed their contact centre using intraday automation. Sponsored by QStory

Hosted on 23rd February 2021

Event date: 23/02/2021 12:00 - 13:00 Export event

Domestic and General are the UK’s leading specialist warranty provider for over 100 years. Their contact centre serves 8 million customers, taking 9 million calls per year and authorising 2.4 million repairs.

D&G’s Planning and Real-Time teams wanted automation and support for their processes and systems:
- They were swamped in admin work
- Disparate data sources were creating internal stakeholder conflict
- Duplication of work was creating inefficiency, confusion and complexity
- Manual processes were time consuming and complex resulting in sub-optimal performance, inefficiency and demotivated staff

Mike Blewitt, Head of Planning led the project and selected QStory as the solution. He joins us along with Ben Harknett, CRO and Tony D'Cruze, Customer Success Manager at QStory to discuss how they implemented the software and achieved some amazing results for the team with a 2X ROI by Q3.
- 400 hours per month of threat management used which has improved customer service by reducing wait time for customers
- 3,300 hours per month of opportunity management ensuring agents are receiving their development training
- Automated 575 hours per month of manual work

By registering for this webinar you are agreeing with sharing your contact details with QStory

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As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

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