Background
Citizens Advice has one of the highest ‘brand recognition’ scores in the UK - it provides free and impartial advice to anyone that requires its services.  There is a network of over 400 bureaux - and each bureau is an independent operation that is locally funded.

The Challenge
Part of the problem is that the CAB is so universally sought after to give free advice. It can be very difficult for a caller to get through to an advisor.  CAB Northamptonshire wanted to prioritise callers that are known to need urgent help.

The problem is compounded by the fact that the bureau and advisors can be in several physical locations, and finance is always tight.

The Solution
CAB Northamptonshire now use a ‘Virtual Contact Centre’ hosted service from NewVoiceMedia. With NewVoiceMedia’s Hosted Contact Centre there is no Capital Expenditure and just minimal set-up costs - after that payment is ‘on-demand’ as the system is used.  The NVM ContactWorld also allows priority customers to be recognised when they call back and then automatically routed to ‘their’ advisor, wherever that advisor may be located.

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