The dental payment plan specialist revolutionised its contact centres with our strategic transformation programme, Better Ways of Working.
Around 1.7 million people in the UK manage their dental bills through a Denplan payment plan, and more than 6,500 dentists are dependent on its services.
With its 200-seat contact centre in need of a radical overhaul, Denplan visited Vodafone sites in Newbury and Stoke to find out more about Better Ways of Working. They witnessed first-hand how space management, technology and addressing the way people work can offer significant benefits in employee productivity, customer satisfaction and operational efficiency.
Teams now work to defined policies on voicemail, call answering times, call length and standard performance measurements. VoIP has also been introduced to support chat, social and video interaction, delivering a new and improved customer experience.