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Case Study: Radius Payment Solutions

Transforming customer experience

Radius Payment Solutions is using Cisco Contact Center solutions to transform their customers’ call center experience.

Summary

Challenges

  • Different telephone systems across multiple offices
  • A need to improve internal communications for employees
  • A need to improve contact center experience for customers
  • Live call monitoring and coaching requirement in the contact center

Results

  • Improved internal communications, with higher productivity and efficiency
  • Call abandonment rate reduced from 25% to below 10% in the contact center
  • Able to performance manage and develop contact center employees
  • Customer experience NPS scores improved from 48% to 80%

What they're saying

"We wanted a global collaboration system to improve the experience for our customers and staff."

Bill Holmes, CEO, Radius Payment Solutions

Who is Radius Payment Solutions?

Industry: Service Provider
Location: United Kingdom
Company Size: 1,000+ employees / presence in 20 countries