"ipSCAPE's post-call survey feature is integral to providing insight into our membership experience. NESS Super has achieved an average CSAT score of 4.87, which has truly exceeded our expectations" Simon Horrod, Senior Member Service Manager
1. The Business
NESS Super is an industry fund that specifically services electrical contractors and their employees. NESS Super has maintained its focus on being an industry-specific fund, evolving to represent workers in all electro-technology industries including cablers, electrical communications and electronic technicians.
2. The Challenge
In 2018, NESS Super decided to insource their customer support operations. This meant NESS Super needed to find a cloud contact centre solution, as well as a trusted partner that could help them implement contact centre best practices.
Improving the member experience was paramount for NESS Super. This industry fund required a solution that would effectively manage high volumes of member enquiries, collect feedback after an interaction and enable members to make an enquiry through multiple communication channels.
3. The Solution
ipSCAPE’s cloud contact centre technology powers NESS Super’s member experiences. NESS Super is able to easily connect with their members and resolve enquiries across the channels of Voice and Web Chat. NESS Super optimise their callers experience through implementing ‘Maintain Position in Queue’ which enables members to hang up the phone and receive a call back when they reach the front of the queue.
During an unprecendented event, NESS Super’s call volume skyrocketed by 200% where ipSCAPE’s platform scaled accordingly and the IVR efficiently routed members to right agents. NESS Super capture member satisfaction from integrating a post-call survey where they achieved an average CSAT score of 4.87. Post-call survey results provide invaluable insights into member experiences and these findings enable NESS Super to further improve their service offerings.
4. The Benefits
- Extensive inbound voice functionality
- Capture CSAT score through post-call survey integration
- Digital channels