Global 4 Wins Big at the Comms National Awards 2021

Global 4 Communications named “Best Contact Centre Customer Solution, at the Comms National Awards 2021.

Global 4 Communications was voted “Best Contact Centre Customer Solution” at the recent ‘Industry Oscars,’ the Comms National Awards 2021. Industry experts judged the award on the night and voted Global 4 as the winners based on the solution provided to industry leaders, Bedford Insurance Group.

Global4 enabled a complete system transformation to the 8×8 Hosted infrastructure with an integrated Cloud telephone system and bespoke in-house dialler system. By introducing these products, Bedford Insurance benefitted from the following;

  •  15% reduction in monthly billing
  •            No requirement for any hardware to be housed in physical premises
  •            Better templates and API integration facilitated dialer efficiency increases
  •            Improved configuration functionality allows change in demographic instantly and
    independently without supplier support
  •            Speech analytics allows automated monitoring of calls for data protection compliance,
    reducing supervisor monitoring by 90%
  •            Supervisors now remotely listen in to essential calls only, from anywhere
  •            Better constructive, timely feedback is now given, with annotated call transcripts
  •            Compliance rates are now higher than they ever were before the pandemic
  •            Agents are now consistently including upsell prompts in customer contacts.
  •            Full redundancy solution and backup in data centres
  •            Detailed Management Reporting

Mark Hare (Managing Director at Bedford Insurance) said, “We were so impressed with how smoothly the project ran. It was a huge undertaking for us, so there was a lot to deal with in business change processes, bringing staff on board with new ways of working. It was invaluable to practice with the whole system working on the demo before switching over. Never in our 56 years have we seen such wide-ranging positive impacts of a business decision. Global4’s advice and professionalism have been second to none, and thanks to their guidance, we have already unlocked significant gains, which will sustain the future of our business in a post-pandemic world.”

Nigel Barnett (CEO of Global 4) says, “Too see Global 4 earn this award after all of the hard work and time the team has put in is a massive achievement. Everyone has put everything they have to ensure that we always provide the excellent products and customer service we are renowned for. I’m so proud of everyone in the teams and look forward to the continuous growth ahead.”

Carl Barnett (MD of Global 4) states, “It’s a massive honour for Global 4 to be recognised at the Comms National Awards for its product, service, and delivery excellence. I’m beyond proud to have achieved this award and congratulate the team for the hard work they’ve put in”.