Supporting Vanquis’ rapid growth with Callmedia contact centre technology
Vanquis’ challenge Maintel has been working with Vanquis Bank for over a decade, having deployed the company’s first telephony system in 2002.
When the company was founded it only had a handful of agents (around 25) in its single call centre in Chatham. As the company has grown over the years the number of agents has grown significantly too, with over 550 agents now working at four sites in the UK and South Africa.
In 2012 Vanquis was fast-approaching capacity on its existing telephony system and the company was showing no signs of slowing down. “We made the decision to upgrade the contact centre system during a time of fast expansion for the company.
As well as to the 20-25 agents we started with in Chatham, we were already planning a Bradford call centre that would start with over 100 people and double in size in just few years. We had to find something that was scalable and would work across multiple locations,” commented Adrian Dorey, Telecoms Manager, Vanquis Bank.
The company therefore set about to architect a highly resilient, highcapacity, multi-site contact centre infrastructure that could see the company through its future growth projections and beyond, while not disrupting the working practices and routines of the existing agents.
Due to the strength of the company’s existing relationship with Maintel, Vanquis commissioned Maintel to architect the new call centre infrastructure that could keep pace with the growing demands of the company.
