Vanquis Bank Case Study

Vanquis Bank

Provident Financial plc was founded in 1880 to provide responsible lending in the West Yorkshire area. Vanquis Bank is a subsidiary of Provident Financial plc and offers visa credit cards to the UK market.

Vanquis' Call Centre handles in excess of 11,500 calls a day, that's around 230,000 calls a month, from its customers.

Vanquis has vigorous external regulation and a meticulous internal control and compliance regime. This includes recording calls and calls statistics. Sigma Voice Solutions supplies Vanquis with call recording and off-site secure data storage within the Sigma network.

Benefits to Vanquis include:

No capital expenditure. The Sigma solution was perfect as there was no up front capital outlay.
When Vanquis started they were required to offer recording and this was the perfect solution.
Resource management - Providing a networked based solution for telephony requirements has allowed Vanquis to concentrate its efforts on the business of growing the business.
The recording solution allows the tailoring of the Call Centre to meet the changing needs of Customers.
Call Record allows easy search and access to call recordings, vital for FSA compliance.

Sigma provides services that grow with Vanquis' needs. Bespoke, integrated products and services developed to meet changes and challenges.

VIRTUAL CALL CENTRE SOLUTION

Vanquis embarked on an experimental virtual Call Centre incorporating mobile telephony with call recording, including the requirement to comply with various financial services related regulation. They needed a bespoke, on-line search interface set up to access their call records. Call planners were also required for remotely located operators. This would provide online management for complete control over inbound calls, enabling Vanquis to instantly re-target numbers on the web.

In addition, Sigma had to deliver the solution in a short turnaround time; usually this would take a supplier up to 4 months.

Using Call Planner and customising Call Record, Sigma delivered a call recording and call planning solution in less than 2 weeks. Without this Vanquis would have had to compromise their annual business model. The VCC allowed Vanquis to continue without interruption.

"Having worked in call centres and IT management for the last 15 years, I have found Sigma provide a truly radical yet dependable way of dealing with day-to-day telephony requirements."

Adrian Dorey, Telecoms Manager, Vanquis Bank