We created a technology platform to support Evolution Funding's goals

Leading motor finance and technology provider, Evolution Funding, has long been at the forefront of innovation in the sector. However, this ambitious business needed to change its existing telephony and contact centre solution to better support its goals of increased efficiency, customer engagement, service levels and ultimately profitability.

With five offices, as well as a nationwide field-based sales team, Evolution Funding employs almost 250 staff. The business had outgrown its restrictive PBX telephony system, which needed constant care – draining valuable internal IT resources – and couldn’t support flexible working.

In addition, the business wanted a robust and cutting-edge contact centre solution to enhance its onboarding service to partners.

With the pandemic unfolding, Evolution Funding engaged with unified communications, cloud contact centre and cyber solutions provider, Babble, to implement an agile working working pilot which would allow all staff to effectively work remotely. Within a matter of days, Babble had deployed the pilot and following its success, the UCaaS and CCaaS solution was rapidly rolled out to all employees.

Since the phased implementation approach kick-started in September 2020, not only has it minimised personal health risks to staff, but teams at Evolution Funding have reported a sharp rise in productivity too. The integration of the Five9 dashboard has also given team leaders full visibility of advisers’ work, meaning at just a glance they can review how many calls are queuing and act to ensure they are answered swiftly and efficiently. Teams now have a good balance between high PCA and high outbound dialling, resulting in up to a 20% increase in calls completed.

• Successfully deployed within days
• 20% increase in calls completed