LV Liverpool Victoria
JABRA HEADSETS ENSURE COMFORT WITHIN LV= OFFICES

The importance of sound quality

LV= is a large insurer with many offices across the UK and its contact centres handle thousands of customer enquiries every day. Given this high volume of calls and the fact that a number of calls deal with sensitive customer information, LV= recognised that the sound environment of its contact centre was crucial in delivering the best customer experience.

Customers want to feel like they are having a private conversation with agents and not that they are one of many calls in a busy call centre. LV= decided to look at the devices its agents were using in order to enhance the privacy to callers and demonstrate the personal feel that LV= wishes to deliver.

Caring for customers and agents

Working with Corporate Telecommunications, a Jabra Gold Partner, LV= opted to roll out Jabra’s BIZ™ 2400 corded headsets to its agents.

“I’ve had very few returns since the roll out of the new Jabra headset, it is rare to even hear of any problems with them.”

- Anne Brennan, Telephony Manager, LV=

The Jabra BIZ™ 2400 headsets are configured for business and contact centre professionals. Hand-made Neodymium speakers provide maximum frequency response, resulting in greater call clarity, fewer misunderstandings and better customer service all round. The headsets are available with different microphones and noise-cancelling systems to match any work environment.

The Jabra BIZ™ 2400 headset is also designed to ensure maximum service life and minimum maintenance costs - a key concern for Anne Brennan, Telephony Manager at LV=. Key details are made of surgical steel and the cord is reinforced with Kevlar to dramatically reduce breakages. In a busy contact centre environment the strong, robust design of Jabra’s BIZ™ 2400 is crucial. The 3-year warranty also provided Anne with peace of mind as to the performance ability of the headsets.

Jabra BIZ™ 2400 headsets are available with Mono or Duo speaker configurations, adapting to the differing requirements for each individual agent. Moreover, all Mono versions offer a choice of 3 wearing styles - earhook, neckband or headband. All wearing styles allow easy adjustment for use on both left or right ear.

For LV= the flexibility of the Jabra BIZ™ 2400 was another key benefit - supporting LV=’s culture of having a healthy and comfortable office environment, whilst also enhancing call quality. By giving agents a comfortable headset experience this adds to the feeling that staff are being cared for and that the right tools are being invested in.

Anne Brennan commented: “Not only is the Jabra BIZ™ 2400 an excellent device, for the specific features that were delivered I also felt that we were receiving a great deal. As a result, we have been able to offer comfort and style to our agents and a better service for our customers, within an affordable budget.”

Making life easier

Anne continued: “I’ve had very few returns since the roll out of the new Jabra headset, it is rare to even hear of any problems with them. This provides quite a contrast when compared to previous devices that our people regularly complained about.”

Other small details have also been a significant help for LV=. For example LV= noted that the 360° boom-arm on the Jabra BIZ™ 2400s was a particularly useful feature. The boom-arm can be altered with just two fingers for the best microphone position. However, whereas previously the arm had to be moved as part of the set-up, Jabra now already have the boom moved to an ideal position as standard in the box.

Anne added: “For me this is so important as it allows me to focus on my main role of configuring the telephony system and concentrating on roll-outs across the group. Working with Jabra and Corporate Telecommunications has given us some excellent new devices and I feel like we have all the tools we need to deliver fantastic customer service.”

CUSTOMER
LV=

WEBSITE
www.lv.com

PROFILE

LV= is the UK’s largest friendly society and a leading financial mutual, who serve over five million customers with a range of financial products. When the company started in 1843 their goal was to give financial security to more than just a privileged few and for many decades they were most commonly associated with providing a method of saving to people of modest means. Today LV= follow a similar purpose, helping people to protect and provide for the things they love, although on a much larger scale and through a wide range of financial services including insurance, investment and retirement products.

JABRA SOLUTION

Product 4000 x Jabra BIZ™ 2400 (Mono and Duo) corded headsets – ongoing requirement Upgraded from Jabra GN2100 corded headsets

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