Case Study: Hastings Direct improves compliance and cuts call handling time with Maintel's Avaya contact centre solution

Implementation of an Avaya contact centre solution with Callmedia computer technology integration

Hastings Direct, a leading UK insurance broker, needed to replace a patchwork of aging call centre platforms that were struggling to cope with rapid growth in customer demand. The company wanted a single integrated contact centre platform with stronger compliance controls and better customer experience, and turned to Maintel for an Avaya contact centre solution with Callmedia computer telephony integration.

Maintel implemented and now supports the new Avaya-based solution through a managed service, integrating call recording, central PBX functionality, and desktop tools across the contact centre. The result was improved compliance and customer satisfaction, with Hastings Direct reducing average call handling time by up to 30 seconds and cutting management overhead by 50% for quality and compliance monitoring.

Hastings Direct

James Fairhurst

Director of Information Systems and Services