Babcock International video case study
Integrated sales contact centre solution
Babcock International Group (Babcock) is the UK’s leading engineering support services company. mplsystems’ challenge was to convert the complexity of Babcock’s campaign requirements into a simple interface for Babcock’s contact centre agents. The resulting platform manages both the campaign data and lead generation process by focussing agents on specific industry sectors and regions, according to constantly changing targets. The system enables the agents to concentrate on sector requirements and interacting with employers instead of managing data; the benefit has been significant increases in calling efficiency.
Babcock International
Simon Barber, Operations Manager
Babcock International is a leading engineering support services company. The contact centre itself sets up the education and training. We here at the contact centre focus on calling employers on a national basis. We will speak to those employers with regards to putting either themselves or their employees on a government-funded apprenticeship program. We wanted a system that could adapt to what we needed as opposed to us adapting to what a system could do instead. MPL were one of the few people who turned around and said, “We can do whatever you need to do,” and we really embraced that.
We had a good idea what we wanted, but why mplsystems was really helpful was they would say, “Well, we can also do this for you as well.” From a technology perspective, we might not have been aware that quite a lot of things were even possible. It has delivered a system that allows us to gather MI as quickly as possible and allows us to shape our business moving forward and understand it historically as well. It has delivered a system that really delivers the call efficiencies for our agents that we were looking for.
We chose to develop and put another system in place called Babcock AVOL Service for two reasons. One, mplsystems demonstrated ability to integrate it as much as possible and it made sense, given that we’d had a good system from mplsystems to begin with; and two, we knew they could give us the flexibility and the control over the system that we were looking for.
Laura Langton, Multi-skilled Agent, Babcock International
We get to build up better relationships between the employers so that they will use our company again, and also we build up a rapport with the people who have applied for vacancies. They might not have been suitable for one vacancy, but we can always suggest another vacancy for them.
Simon Barber, Operations Manager, Babcock International
I would say our success rate has increased through the BAS system being brought in by mplsystems by a good 30 to 40% as a result of the automation and the time that is also spent with these employers and the candidates.
I would sum it up by saying it gives us a lot more of the efficiencies we really were looking for and needed in order to help take our business to the next level, whilst making sure that we have the control we needed in that growth as well. I think it’s given us a lot of benefits, a lot more understanding, and a lot more time to focus on what we actually need to do, and that’s delivering the best possible qualifications and opportunities to the businesses out there on a national basis.