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APJ Solicitors is a leading financial mis-selling specialist, handling cases in mis-sold pensions, insurance premiums or investment schemes. MaxContact partnered with APJ Solicitors to increase efficiency and productivity of their teams, who operate in multiple locations.
Since implementing MaxContact, APJ Solicitors has:
Increased call volume by 110% within the first year of onboarding MaxContact
Increased average agent call efficiency* by 36% compared to previous system
Reduced inbound abandoned call rate to 0.45% per month
The challenge
APJ Solicitors were looking for a contact centre solution that could increase call volume, seamlessly manage multiple communication channels and boost their team’s efficiency. They were previously using a VOIP phone system, but this no longer met the growing business’ needs, as the team were working from time-consuming spreadsheets and abandoning a large amount of calls. MaxContact were onboarded to support their business growth and improve team efficiencies with our omnichannel customer engagement software.
The solution
MaxContact’s platform allowed APJ Solicitors to increase call volume by 110% within the first year of onboarding. Since the beginning of the partnership, their business processes and efficiencies have improved, resulting in a 5x productivity boost vs their previous solution. Month on month they continue to break their abandoned call percentage rate, a hugely important factor for a client facing company.
The use of MaxContact’s omnichannel solution has allowed APJ Solicitors to open up new ways of communicating with customers, which was a key requirement for the business.
The team at APJ Solicitors value MaxContact’s easy to use product interface, which they say has been a key factor in boosting their team’s efficiency. As well as this, the outstanding support they have received and constant refresh and introduction of new features has been a highlight of the partnership.
“The relationship and support I receive from the MaxContact team is second to none, I have rarely seen this from any supplier. I highly regard the constant improvement and introduction of features into the product. MaxContact gives us the flexibility to adapt as we need to, and that’s exactly what we want from our provider.”
Ryan Mellor, Communications Manager
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