Call Connection has picked ntl:Telewest as the new infrastructure partner for the growing company.
The Ipswich-based contact centre services firm has experienced massive growth over the two years since its launch in October 2004, from eight people to today’s 250.
Call Connection acts as a call transfer agency, handling calls between over 40 insurance businesses. Customers include The AA, Admiral Group and Swinton Norwich Union.
It needed a robust network to help it maintain its 95% answer rate, which would additionally provide it with the business continuity backup its customers demanded.
Judy Jones, director at Call Connection, stated: “We needed to increase capacity and ntl:Telewest Business was able to offer that capacity with very quick response, and over a diverse route to give us added resilience that we did not have before.”
ntl:Telewest installed a carrier-grade ISDN solution at Call Connection’s service centre in Ipswich, plus its business class Internet offering that is delivered over a 2Mb leased line.
“We chose ntl:Telewest Business because the local account manager was able to bring a local team to meetings to deal with provisioning in all its aspects. This meant Call Connection was very sure its requirements were fully understood and was comfortable with the time frame,” explained Jones.
She continued: “The return on the initial investment will be delivered in well under a year and the return on the investment with regard to the diverse route is a business continuity asset with potentially enormous value.”