Res-Q Contact Services is a leading outsourced contact center providing telemarketing and sales solutions to their clients. They specialize in implementing, managing and delivering a totally outsourced contact center operation. Through the implementation of the Noble CCS solution, they are able to offer their clients the full range of inbound, outbound and blended customer contact solutions.

Res-Q has always been fiercely progressive when it comes to technology. Through the implementation of the Noble® CCS solution, they can offer their clients the full range of inbound, outbound and blended customer contact solutions and use the very latest in digital communication software to deliver the most advanced services to their clients.

Res-Q was founded in 2005, bringing a fresh outlook and a wealth of experience to the world of outsourcing. Starting out with 12 staff making outbound and telemarketing sales calls for British Gas, their rapid success has enabled them to expand to a 120 seat call centre. Res-Q’s client portfolio includes a leading utilities provider calling both B2C and B2B customers, a national insurance company, a publishing house, and the UK’s biggest catalogue and on-line shopping provider.

Today, Res-Q operate from a first class facility in the heart of East Yorkshire.  They deliver a flexible and responsive service to their clients and continue to meet the challenges of a changing market, with ever-increasing expectations.  Previously, Res-Q had a system that was a costly pay-as-you-go solution. They struggled with the lack of accurate and timely reporting, the inability to load new leads real-time, and the inability to complete data analysis. Compliance is a primary focus for Res-Q and they had concerns that their previous system was struggling to meet the tightening demands of the Ofcom dialling regulations

They wanted to ensure they had more control over the management of their own dialer speed, while at the same time staying within the legal abandon rate limit.  The flexible and robust Contact Center Suite from Noble Systems seamlessly integrated into Res-Q’s existing environment. They wanted a trusted solution that had accurate reporting with the flexibility to manage their data and build their own scripts.  Gill Marchbank, Operations Director states, “Res-Q chose Noble Systems mainly because of the excellent tools to manage our agents and campaigns. Real time reporting and flexible data management are key to the success of our business.”

Other key factors that influenced Res-Q’s purchase decision were the cost of ownership, the robust solution offering, and future proofing of the business in terms of advanced technologies.  Noble CCS now forms the backbone of Res-Q’s contact centre. The solution delivers an integrated Digital Call Recording to enable rapid retrieval of calls at the touch of a button. IVR (interactive voice response) also offers flexible self service and call routing options. Call Blending enables Res-Q to gain maximum efficiency from their agents by automatically controlling the flow of inbound and outbound calls. Having worked with and experienced considerable downtime with other contact centre software providers, Res-Q was particularly impressed with the robustness of the Noble platform and has had minimal downtime.

Res-Q needed a solution which they could adapt to meet their customer’s requirements. They were particularly impressed with the agent specific call back feature and with the ability to seamlessly re-allocate call backs to other agents if someone leaves.  Gill Marchbank further states, “It is hard to pinpoint a favourite Noble feature, although the Record Manager was very easy to integrate with our back office system and the functionality is brilliant. The Screen Pop functionality has improved our sales performance dramatically.”

The benefits that Res-Q has seen as a result of the purchase of Noble CCS are clear. They include improved hourly revenue rate on performance related programs, improved talk time productivity, and improved data management throughout the whole contact centre.

Noble CCS is both dynamic and feature rich. Since the system installation, Res-Q has enjoyed the ability to manage their campaigns more efficiently and to increase agent productivity. They have been impressed with the easy to use interface and operational efficiencies.

Gill Marchbank concludes, “We have developed a great relationship with Noble Systems and are delighted that we have seen an increase in sales performance as a result of the flexibility of the solution. The system is easy to use and we are seeing improved talk time productivity across the board.”

The relationship with Noble Systems is set to go from strength to strength. Res-Q plans to bring on a second 300-seat facility this year and take advantage of Noble’s multimedia capabilities. This will further enhance the range of services that Res-Q can offer their growing client list.