Case Study: NCP achieves real-time CX transformation and 6x faster email handling with Netcall's Liberty Converse

NCP can now react and resource for changes immediately – improving call handling and customer experience

NCP, a multi‑award‑winning car park operator, faced a major contact centre challenge during the 2017 Monarch airline collapse that triggered a sudden surge in customer contacts and a three‑week email backlog. To improve real‑time visibility and customer experience (CX), NCP partnered with Netcall and deployed its omnichannel solution, Liberty Converse, to better monitor performance and manage demand.

Netcall implemented Liberty Converse with deep integration to NCP’s Microsoft Dynamics CRM (screen pops and automatic case creation), giving managers real‑time data to reallocate resources immediately and standardise team practices. The result: improved call handling, the ability to respond within minutes in crises, email handling that is six times faster and average handling time reduced to the two‑day SLA, plus a shift to first contact resolution driven by clearer reporting and insight from Netcall.

NCP

Hema Nagar

Head of Marketing