MX Digital success story

LAB contact centre

Leading the field

The Legal Advice Bureau (LAB) is one of the UK's leading personal injury specialists, with expert solicitors helping people claim compensation for injuries sustained through no fault of their own. All claimants are interviewed in their own homes and claims are dealt with quickly and efficiently on a no win no fee basis.

In order to further improve customer service and support the company's continued rapid growth, LAB explored several infrastructure options for its Manchester-based contact centre. The main priorities were to find a scalable call centre solution which could offer the highest levels of reliability as well as advanced reporting functions to facilitate productivity management.

Choosing the best technology

Having considered a variety of different products, LAB selected an integrated predictive dialler and call management system from MX Digital. According to Ged Finneran, LAB Managing Director, 'This is a very impressive system with excellent reliability. The comprehensive reporting functions enable us to look at live data in real time and help our teams of agents to improve their performance. The MX Digital call centre solution is now integral to the success of our business and we have already expanded from 70 to 92 seats as a result of the increased volume of leads generated.'

Another area of MX Digital's expertise which has been crucial to LAB is that of compliance with telemarketing regulations. Call centre solutions from MX Digital meet not only Ofcom regulatory requirements and guidelines from the Direct Marketing Association, but also the much stricter North American legislation. Ged Fineran stresses, 'We are very aware of the need to meet all our obligations to limit nuisance calls and the MX Digital system ensures that call line identification is transmitted and a recorded message is played in the event of a dropped call. The sophisticated predictive dialler algorithms even allow us to exceed the DMA recommendations on the rate of silent calls.'