Brian Queen, Head of Customer Service at NCFE, partnered with SVL to replace legacy platforms and modernise the organisation’s contact centre operation.
NCFE is a leading educational charity and awarding organisation, established in 1848. For nearly two centuries, NCFE has been committed to supporting learners of all ages and backgrounds across a wide range of sectors, empowering progression through high-quality vocational and technical education.
As part of a wider move to cloud infrastructure, NCFE recognised the need for a more unified, intelligent contact centre solution to enhance agent efficiency and streamline systems, whilst better supporting learners, educators and stakeholders across the world.
With SVL’s support, NCFE selected NiCE CXone to transform operations through deeper insight, improved user experience, and scalable performance.
This partnership has already delivered measurable impact, including:
- Voice service levels up 10%, with average speed of answer (ASA) down by 33 seconds
- Chat service levels up 17%, with first response time reduced by 5 seconds
- Email service levels up 18%, with ASA down nearly 80%
- Over 80 hours saved annually by reducing recurring system outages
- 6-7 legacy systems consolidated into one unified and responsive platform
We caught up with Brian to find out more about NCFE’s journey and how SVL helped enable a true transformation.
A clear need for modernisation
“We had too many disconnected systems, audio quality that sometimes wasn’t up to scratch and inefficient processes. Our team were getting on with it and doing a great job, but we knew we could do better,” explains Brian.
SVL had previously supported NCFE with workforce management (WFM) solutions. This existing relationship created a strong foundation for wider digital transformation.
“SVL never pushed a product on us. They helped us evaluate the market properly and find a solution that could truly fit our needs,” says Brian. “Their team knew our business well and used that knowledge to recommend the right solution, which was greatly appreciated.
After a thorough review process, NCFE selected NiCE CXone, delivered in partnership with SVL.
From complexity to clarity
“At one point, our agents were switching between up to 10 systems,” says Brian. “We’ve now brought six or seven of those into CXone, making the overall agent and customer experience so much better.”
“The new platform allows our team to really focus on conversations rather than navigating the tech. And from a leadership perspective, I can get everything I need in one place. Whether that’s performance data, service levels, or visibility into how the team’s doing day to day, it means I can make faster and better-informed decisions.”
Ongoing collaboration and knowledge sharing
The partnership between SVL and NCFE goes beyond technology. SVL has helped facilitate a network of best-practice collaboration in organisations across the country.
“SVL has created a real community,” Brian shares. “They’ve introduced us to other CXone users, arranged site visits and calls, and helped us share lessons and learnings.”
“The North-East in particular is a real contact centre hub and it becomes difficult sometimes to stay in touch because everyone has a busy day job and are trying to do more with less at the moment.
“Because of these new connections and introductions, I feel like we have access to a knowledge-sharing network at all times, regardless of how busy the day to day can get, which is invaluable.”
NCFE was also one of the first SVL customers to fully launch NiCE’s knowledge management tool, internally called “CHASE”. The team’s success in rolling this out led to an award win at the Forum Awards for best practice in knowledge management.
Looking ahead to AI-powered innovation
Regular monthly sessions, quarterly roadmap briefings, and platform optimisation reviews ensure NCFE continues to get maximum value.
With renewal on the horizon, NCFE is now working with SVL to explore new innovations, including NiCE’s Auto Summary and Co-Pilot tools to enhance efficiency and reduce admin time.
“These tools will help our agents spend more time on customer conversations and less time writing notes,” says Brian. “SVL is helping us build a strong ROI case to ensure we can make the investment in the right way.”
A partnership built on integrity
“SVL isn’t just a supplier, they’re a strategic partner,” Brian says. “They advocate for us, understand our pressures, and work tirelessly to get us the best results.”
“They’re easy to do business with, friendly, super knowledgeable and they’re a team you can pick up the phone to whenever you’d like. They’ll be there when you need them. And they genuinely care about making your contact centre the best it can be.”
SVL continues to support NCFE across strategy, optimisation, and community engagement, helping the organisation scale its impact and support more learners across the world.
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