Despite a five-fold increase in Halifax customers – from 75,000 to 400,000 – eGain software has enabled the UK’s largest mortgage lender to meet service and response time objectives without increasing call centre headcount.
Halifax Direct employs over 1,000 staff and has the capacity to handle up to 80,000 telephone calls an hour. The company handled 26 million calls in 2000 and expects this to grow to 41 million calls this year.
Anticipating that its email volume would grow at similar rates as its phone volume, Halifax deployed eGain Mail to route customer emails, track all interactions and automatically suggest answers to agents. These agents support over 20 products in five major areas of inquiry, such as online banking and share dealing.
The results have been outstanding. Despite a five-fold increase in the number of online visitors, and no increase in the number of customer service agents handling email, Halifax has been able to consistently meet or beat the 48-hour response time standard. Halifax has now expanded both the number and prominence of email communications on the website.
About Halifax Direct
The Halifax's telephone operation was launched in 1995. The facility, based in Leeds and Belfast, has one of the most advanced computer-integrated environments in Europe.
About eGain Communications Corp.
Built using a web-native architecture, eGain eService solutions provide robust scalability, global access, integration and rapid deployment. Based in Sunnyvale, California, the company has more than 750 customers, including 24 of the 50 largest global companies.