Key Advice are an equity release company who create equity plans for their clients, from offering no monthly repayment plans to guaranteeing an inheritance for loved ones. Using qualified experts, their equity advice is unique to the individual with a plan selected and delivered to suit personal needs. The advice alone is, meaning clients can gain an understanding of what options are available to them before having to commit to a plan.
RISE IN CALLER ACTIVITY AND CUSTOMER ENQUIRIES
Due to an increase in their marketing activity, Key Advice needed additional support to direct calls to the necessary teams to capitalise on the opportunities and leads. Leads needed to be identified and allocated to the appropriate departments according to the nature of the enquiry.
Key Advice were able to capitalise on every lead and make informed decisions on future marketing spend, with confidence that the Key Advice brand was represented in the best way possible
PRIORITISING CALLS AND IMPROVING THE CALLER EXPERIENCE
MPL Contact worked with Key Advice to provide multiple phone numbers (DDI’s) to point calls from different sources, taking full details from the caller, maximising the potential value of the enquiry.
MPL Contact agents accessed the Key portal where detail could be entered and sent directly to Key. In addition MPL Contact created a comprehensive reporting suite to give customer insight and transparency on operational KPIs.