Customer Service you can Bank on: How Gamma Revolutionised Metro Bank’s Telephony

Metro Bank is a relatively new player in the UK high street Financial Services market. Granted a licence by the FSA in 2010, it became the first institution in over 100 years to join an industry dominated by old names.

To truly stand out against this large number of long-running competitors, Metro Bank has dedicated itself to offering a convenient banking experience through superior customer service.

Achieving this goal depends on how easy it is for customers to speak to Metro Bank employees. It was clear to the business that investment in next generation communications services was crucial. This was the point at which Metro Bank approached Gamma to help.

Many businesses will be tempted to stay with their existing telecoms provider for convenience, but may not realise that they are missing out on improved cost­efficiency and productivity gains by switching to a new provider.

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The challenges facing Metro Bank

Metro Bank’s primary goal was to improve customer service delivery. The business had moved to a hosted contact centre platform and, on a practical level, required a telephony solution that could integrate with this system.

However, there were other considerations that were important to the customer. As a business dedicated to customer service, it was important to implement a resilient communication system that guaranteed business continuity. Any downtime that meant customers could not contact call centre staff would have a severe impact.

It was also critical that the solution could scale with their growth ambitions. Metro Bank intends to grow the business substantially by 2020, so the organisation needed a communications architecture in place to enable that progress. As a result, it was important for the bank to move away from on-site infrastructure that was proving costly to upgrade and less agile than cloud-based alternatives.

The solution: SIP trunking

Gamma share Metro Bank’s passion for excellent customer service, so we knew exactly the solution to recommend: SIP trunking. After demonstrating the unparalleled resilience, flexibility and scalability of the solution, Metro Bank was eager to implement it as soon as possible.

Since the introduction of SIP, the telephony in Metro Bank’s contact centres is now better integrated with their service systems, allowing them to bring up customer files faster. This reduces the amount of time needed to resolve queries, leading to a better experience for the caller and a more efficient process for employees.

Implementing SIP trunking has also reduced the amount of physical infrastructure that Metro Bank needs to maintain, saving the business a significant amount of money. Similarly, because Metro Bank’s SIP trunks can talk natively with its other systems, this has reduced the need for troubleshooting and tech support issues that normally create inefficiencies within the organisation.

Just like Metro Bank, at Gamma we pride ourselves on providing unparalleled levels of service and convenience. Through our partnership, we’ve been able to help them realise their ambitions for providing their customers with a truly excellent experience.

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16 February 2017 | Cem Ahmet

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The views in this article are the personal views of the author and are not necessarily endorsed by Gamma.