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.  

 

BENEFITS

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. 

 

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