ConvergeOne Ensures First Step Finance is Industry Compliant

Stockport-based personal debt restructuring firm First Step Finance has teamed up with communications specialist ConvergeOne to ensure that its telephone system is not only state of the art but also fully industry compliant.
 
First Step Finance offers debt advice and restructuring services and will also, where possible, challenge any unlawful debt arrangements on behalf of their clients. The firm has experienced substantial growth over the last two years and needed a new communications system that would grow with the business. And due to new FSA regulations that came into effect on 14th November this year, it was also important that the new telephony system had the capability to record all calls including those received on business mobile phones.
 
ConvergeOne, a communications and network specialist recommended a Cisco-based telephone platform and a front-end contact centre application as well as a call recording solution.

Mark Johnson, Managing Director commented,

“As First Step Finance are a regulated financial business, which deals with its clients primarily over the telephone, it was important that they chose a supplier and a best of class telephone system that meets their needs now and as they continue to grow.  We worked closely with First Step Finance and recommended a solution which is trusted and proven.”

First Step Finance operate an 130 strong call centre in Stockport and their priority is to ensure that every call is answered quickly and efficiently. When it is not possible to answer a call, the call centre team need to know about any missed calls. As such, one of the key aspects of the new system was that it would be able to monitor any missed or abandoned calls.

Adrian Crymble, Senior Operations Manager at First Step Finance commented that the new system has contributed to an approximate 20% increase in business efficiencies. Crymble said “Our clients are seeing the benefits as our call pick up time is now 3 times faster than with our previous system. The new telephone system will also enable us to better track and monitor our missed calls as well as recording all client calls and ensures that we are fully compliant.”


About ConvergeOne:

ConvergeOne is one of the leading business communications specialists. With skills in Cisco based infrastructure, including security and wireless, collaboration, datacentre, virtualisation and storage technology. ConvergeOne works with its clients to deliver real business benefits that result in improved communications and efficiencies business wide. Their clients include Pannone LLP, Parity Group PLC, Color Matrix, Metropolitan Housing Group and Morson Group.

About First Step Finance Ltd:
First Step Finance Ltd, with its 130-strong North West based team, provides a distinctive service that offers an alternative debt solution, helping people to resolve their debt difficulties more quickly through its novel debt restructuring program.

Contact:
Jenny Walkinshaw
ConvergeOne, Ltd
2 Digital Park, Pacific Way, Salford Quays, Manchester, M50 1DR
07971-280-640