Gaining Real-Time Insight Across Everyday Loans’ Contact Centres

How dashboards, wallboards and real-time reporting enabled smarter decisions and better customer experiences

The Company

Everyday Loans is a UK-based personal loan lender with branches located nationwide. Established in 2006, the business provides a straightforward and responsible approach to lending, assessing each customer on a case-by-case basis and only lending what can be comfortably repaid.

With a strong focus on simplicity, accessibility and customer service, Everyday Loans supports customers through both its branch network and contact centres, offering fast online applications and conditional decisions in minutes.

The Challenge

The contact centre plays a critical role in Everyday Loans’ operations, acting as a primary touchpoint for customers seeking personalised, bespoke lending support. With over 80 branches and contact centres, the business needed to respond quickly to fluctuating demand while maintaining high service standards.

As its existing omnichannel cloud contact centre solution approached the end of its lifecycle, Everyday Loans made the decision to migrate to Five9’s Virtual Contact Centre (VCC). While the new platform provided scalability and flexibility without the need for costly hardware, the organisation needed greater visibility into performance across all locations.

Central teams required a clear, real-time view of activity and performance at both branch and enterprise level to manage resources effectively and support consistent customer experiences.

The Solution

To complement the migration to Five9 VCC, a real-time reporting solution was implemented to provide clear, shared visibility of contact centre performance across the organisation.

Dashboards and wallboards were introduced to surface key metrics in real time, enabling teams to respond quickly to changes in customer demand and operational performance. This removed the complexity and risk associated with attempting to build an internal reporting solution, while ensuring performance data could be easily shared across sites.

The solution was designed to scale alongside Everyday Loans’ growth, with ongoing collaboration ensuring reporting capabilities continue to evolve in line with business needs.

The Results

Everyday Loans now benefits from real-time insight across its contact centre operations, enabling faster, data-led decision-making and more effective resource management. Performance metrics are clearly visible across locations, supporting consistency, accountability and improved customer experiences.

The enhanced reporting capability has strengthened day-to-day operational control while providing a foundation for future growth and optimisation.

Real-time visibility across all contact centres and branches
Improved resource management and operational efficiency
Faster, data-driven decision-making
Enhanced customer experience through better responsiveness
A scalable reporting framework aligned to future growth

We needed to ensure that we could run our organisation efficiently and effectively to exceed the expectations that our customers have. We utilised the Five9 Supervisor license to manage resources but were struggling to easily share performance metrics across all our sites. We are in constant communication with Babble about where we might be heading and how they can help accommodate us. I must say, I am hugely impressed by their ability to listen & adapt their solution to help us move our business forward. It is win-win for everyone, as they get feedback from a live customer which gives them the ability to help us develop for real world scenarios and also add value to their expanding product line. It sounds sensible, but it’s something we have not seen much from technology vendors in the past. If you are looking for a real-time reporting solution for your enterprise’s contact centre, Babble provides the right tools to improve, manage and monitor your business performance.

Kris Hall

Everyday Loan’s Customer Contact Manager

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