Case Study: NS&I improves customer satisfaction and call capacity with Redcentric

NS&I - Customer Case Study

NS&I, the UK savings institution behind Premium Bonds and Savings Certificates, saw demand surge after launching new products and a major marketing campaign. This put pressure on its customer service operation and made an urgent review of its telephony and contact centre infrastructure necessary. Redcentric was brought in to support Siemens Business Services on the project, with a focus on resilience, capacity, and future growth.

Redcentric implemented an IP telephony-based solution including a new 85-seat contact centre, upgrades to existing infrastructure, bespoke call recording, and new wallboards. The rollout was completed with no lost calls and delivered up to 99.999% reliability. As a result, NS&I increased annual call handling from 2 million to more than 3.5 million, while also improving customer satisfaction, flexibility, efficiency, and cost control.

NS&I

Adam Martin

System Planner, Siemens Business Services