Long term customer Dogs Trust has celebrated its two millionth call this week, with a call from a dog-lover hoping to give a forever home to 13-year-old Jack Russell, Bella, at Dogs Trust Manchester.
We have worked with the team at the UK’s largest dog welfare charity for over eight years to create a robust and reliable telecommunications infrastructure that supports the Charity in its UK operations.
A key transformation was the creation of a UK customer service centre which we initially set up as a proof of concept with 5 customer service agents. The main objective was to explore whether centralising customer contact would be effective to improve customer and supporter experience whilst allowing the rehoming centres to focus on what they do best -which is to provide incredible support to the welfare of dogs.
The project was a huge success and the Customer Service team has now grown to over 60 seats. It now handles calls for the charity’s London head office and its 20 UK-based rehoming centres, which care for around 14,300 rescue dogs every year.
Contact Centre Manager, Paul Roelake, said: “We opened back in September 2014 and now have a team of 65 handling over a thousand calls every day. Most calls we receive are about rehoming a dog, which is wonderful, and more than once during lockdown we have received over 1,000 calls from people wanting to rehome a single dog, which is just unprecedented.
“The two millionth call is a huge milestone for us and I am delighted to say that beautiful Bella has now been reserved and will be heading off to her forever home very soon.
Steve Ward of NTS Communications commented: “Our partnership with Dogs Trust is hugely successful, and our support has enabled them to build relationships with donors and supporters which is so important for a large charity. We are also proud to have worked collaboratively with Dogs Trust to dovetail into their ongoing digital transformation strategy. We were proud to support them when their contact centre team needed to switch to working from home in March – a process that was made much simpler with the use of the technology that we had implemented for them.”
If we can help your organisation achieve great things, please get in touch and of course if you would like to donate to such an amazing and worthy cause please get in touch with Dogs Trust on the link below.
“In the last month we launched a new contact centre and back office communication solution! Really pleased with the results, with NTS Communications and Steve Ward supporting us through the journey.”
“At TTC we were very apprehensive about the big change over in our telephone system. However the level of service provided by NTS Communications has been very impressive and reassuring. Prior to the implementation I was worried about the implications that would arise during the changeover, however apart from the minor ‘niggles’ everything went a lot smoother than first anticipated due to the amount of time and support we received during this process. We understand that there are still many benefits to be discovered with our new ShoreTel system but know that those at Network Telecom Solutions will be on hand to answer any queries we may have”.
“We worked with NTS Communications to implement a Shoretel telephone system. NTS Communications took the time to fully understand our business and our needs before recommending a system to us. They then acted as project manager for the implementation which went very smoothly. Keeping us fully informed of the project progress and were only too happy to help at any time of day when we had questions or issues. NTS Communications is focused on delivering a first class customer service”.
“At Principal Insurance we needed a communications partner who understood the customer contact environment and could provide us with the right technology and advice to enable us to best serve our customers. NTS Communications have experienced and knowledgeable consultants to advise us and a support operation that is quick to react and technically capable to ensure our systems are always available to deal with our customer call volumes. I would recommend NTS Communications to any organisations who rely on their contact centre operation’s to support their business activities”.
“NTS Communications were selected by Randall & Quilter to support their 400 user global voice and data environment which includes 4 sites in the UK and 3 sites in the US and Bermuda. We needed a partner who offered 24/7/365 global Support and who was quick to react to issues and enquiries and was not saddled with the ‘red tape’ associated with many service organisations these days. We find their support centre professional and effective with an excellent team of technical staff who are on hand to solve any issues we may have and to offer implementation services as required. Added to this was their recommendation around the consolidation and supply of our ISDN lines and call traffic which saved us a considerable amount of money. NTS Communications has been a pleasure to deal with and I would not hesitate in recommending their services to other organisations”.
Randall & Quilter Insurance Services Group IT
“The use of Basecamp was proposed by NTS as we started our roll out of the Shoretel system to 150+ users across seven sites and four continents.
Although few of my team had first hand experience with Basecamp we found it intuitive to use and quickly came to rely upon it.”
Instem – Information Solutions for Life
“NTS Communications have been a tremendous help in sorting out our call centre re-implementation. They provided an excellent insight into best practice and helped drive the project to conclusion. NTS Communications and their technical team put in a fantastic effort and have a real ‘whatever it takes’ attitude to their work”.
Technology Support Manager EMEA