The Redwood Group

Before partnering with MaxContact, The Redwood Group faced significant operational challenges that were constraining their ability to achieve ambitious revenue targets.

The first challenge was inefficient processes. The company was using handset phones for all customer outreach, with agents manually dialling numbers from spreadsheets. This manual process created substantial downtime between calls, with agents spending 5-8 minutes between each connection updating spreadsheets and finding the next number to call.

“What we recognised and identified straight away was that there could be anything from 5 to 8 minutes between calls. If you take that into an average working hour day, it adds up and the productivity isn’t there for us to reach our target revenue,” explains John.

The second challenge was the psychological impact on sales agents. The manual dialling process meant agents experienced the full impact of unanswered calls, with strings of 10 consecutive no-answers creating negativity and dampening morale. This psychological burden was affecting agent performance and overall team positivity.

The third challenge was inadequate call management and compliance capabilities. Their existing system lacked the sophisticated recording, search, and analytics capabilities needed for effective quality assurance and compliance monitoring across their multiple departments and regulatory requirements.

Redwood Group evaluated a number of contact centre solutions before selecting MaxContact as their preferred partner. The decision was driven by previous positive experiences with MaxContact and its superior functionality and technical capabilities that aligned perfectly with their multi-department requirements.

Advanced Multi-Campaign Dialler Technology. MaxContact implemented a robust dialler system supporting multiple departments with different dialling strategies. Progressive and predictive dialling was deployed for high-volume departments like energy renewals, cash advance, and merchant services, while automatic dialling supported customer onboarding and support functions. Manual dialling campaigns were maintained for specific use cases like change of tenancy operations.

Comprehensive Analytics and Quality Management. The platform delivered detailed analytics on contact rates, call outcomes, and agent performance, while providing sophisticated search capabilities for compliance and training purposes. The system enables searches by specific outcomes, agent performance, and even identifies who terminated calls for dispute resolution.

Scalable Multi-Location Architecture. MaxContact’s platform supported Redwood Group’s rapid expansion across multiple locations and departments, growing from 30 initial licences to nearly 50 within nine months while maintaining consistent performance and management oversight.

The partnership with MaxContact delivered measurable improvements that exceeded all expectations across multiple areas of Redwood Group’s operations.

Dramatic Productivity Transformation. The implementation of automated dialling eliminated the 5-8 minute gaps between calls, resulting in an estimated 400-425% increase in productivity overnight. Agents now focus exclusively on answered calls, improving both efficiency and morale.

Revolutionary Contact Rate Improvements. The most significant breakthrough came with the implementation of ‘07 numbers’, which increased contact rates from approximately 14-16% to a remarkable 50-60%. This improvement was instrumental in achieving record-breaking performance levels.

Record-Breaking Deal Volumes. Prior to MaxContact, Redwood Group were achieving around 250 deals per month. Since implementing MaxContact this skyrocketed to 1040 deals in a single month, setting a record for any WorldPay partner. This achievement was particularly notable given that they competed against businesses with over 400 employees, while operating with just 90 staff members.

Unprecedented Business Expansion. The success enabled rapid scaling of staff to nearly 100 employees across multiple international locations. The company expanded from a single unit to multiple office spaces and international operations in Manchester, South Africa, and the Philippines.

Enhanced Operational Efficiency. The platform’s flexibility allowed for better resource management, with the ability to quickly redistribute callbacks and accounts when agents were absent, leading to improved attendance rates and reduced revenue loss from staff absences.

Redwood Group’s partnership with MaxContact continues to drive innovation and growth opportunities across their operations.

The company is particularly excited about implementing AI capabilities for comprehensive call analysis and coaching, as well as integration opportunities with their Salesforce CRM system to further streamline operations and enhance customer service efficiency.

The success of this partnership demonstrates how the right contact centre technology, supported by expert implementation and ongoing innovation, can transform ambitious businesses and provide the foundation for sustained growth and industry leadership.