MacKenzie Hall Group

Mackenzie Hall Group WINS ‘Best Practices – Contact Centre Operations’ award

Wednesday, 4th April 2012

Left to right: Graeme Madden, John Meikle, Maggie Morton, Kyle Macdonald, John Donald and Colin Currie

Leading specialist debt collection agency, Mackenzie Hall Group announced that it has won the Best Practices – Contact Centre Operations Award at the Select Noble Users Group (SNUG) 2012 EMEA conference and award ceremony.

This award recognises a company who use best practice and methods to achieve maximum results in its daily contact centre activities.  Noble Systems presents the SNUG Awards program and assesses entries based on the strategy of the contact centre, deployed technologies, key performance targets and staff training and development.

Earlier this year Mackenzie Hall Group invested heavily in the upgrade and extension of its dialler telephony system in line with business growth through the implementation of the Noble IPPBX and Noble Enterprise Dialler systems.

The deployment of the Noble Systems solutions has streamlined processes through dialler integration with the in-house CRM system.  The enhanced dialler functionality maximises the opportunities to contact customers successfully across all business areas. The systems also provides improved visibility of contact centre operations and advisor activities, further strengthening the performance management culture within the business from both a real time perspective and longer term. The improved management information allows the business to report on employee and team performance such as recognition of good performance and highlighting areas for improvement so additional coaching and training for staff development can be applied.  Implementation of the Noble Open Wave Workforce Management system will build on these improvements by enabling efficient forecasting and resource planning schedules in line with strategies and campaigns, ensuring the right people with the right skills are available at the right time.

The overall impact will be increased productivity to the business, our clients and providing a first class service to our customers.

Paul Mackenzie Chief Executive at Mackenzie Hall Group said “This is a first for Mackenzie Hall Group and I am delighted at winning this award. We are one of the UK’s fastest-growing businesses in consumer debt collection and deployment of robust and reliable Noble Systems is key for our continued growth.”

The SNUG Awards 2012 was a gala dinner held on the 28^th March at the Lowry Hotel, Manchester.