Call Centre Phone System Case Study
Current Situation:
Seven agents in a call centre with one supervisor and 17 other sales and administration staff in the rest of the building.
Their previous phone system was not designed for call centre management, reporting and monitoring.
The call centre agents dealt with inbound calls from all across Australia for four different inbound campaigns. Staff were trained to varying degrees across the product range and this caused problems in who should answer calls. |
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Management didn’t really have a great handle on productivity and decisions were very reactive.
The rest of the company needed help with the receptionist still taking handwritten messages as well as being overloaded with the volume of calls (outside of the call centre’s intake).
The Brief:
To have a system that:
- Can optimise staff allocation
- Give management timely reporting
- Identify problems
- Easy self administration
- Real time reporting
- Fits their budget
- Never misses an incoming sales call
- Makes them sound more professional
- Easy finance options
The Solution:
- Phone System – Avaya IP 500
The Avaya IP 500 was tailor made for their requirements (not literally).
- Different agent skill sets.
The award winning Avaya IP 500 contact centre software allowed us to rank the six agents based on their skills for each of the 4 products. With different inbound 1300 numbers for each product we now distribute calls based on their skills. For example, when a call comes in for “Product A” the phone system looks at which agents are available. Based on their level of proficiency for selling “Product A” it then sends the caller to the most skilled available agent.
So, we ranked the staff for “Product A” out of 5
John 5
Paul 5
Mark 4
Julie 3
Troy 3
Jessica 2
Therefore, if John was on the phone the call would go to Paul. If both were unavailable it would go to Mark and so on. This was done for each campaign.
As staff come and go the Avaya IP 500 also has incredibly easy to use administration software. This allows the supervisor to make changes anytime they like for free.
Here we installed the Avaya Auto Attendant that now acts as a backup for each product queue. If all agents were on calls they were having to stop a call to answer another or they were being missed! Now the Avaya Auto Attendant answers after 6 rings and says “Thank you for calling Product A, your call is important and we will be with you in just a moment”.
This is a different greeting for each product and they no longer miss calls and it sounds incredibly professional.
The Avaya IP 500 Contact centre allowed us to input the most important measurement parameters. For “Product A” it was customer wait time and average call duration. They set one at 1 minute and the second at 3.5 minutes.
So real time, the supervisors monitor flashes when either of these parameters is breached. For example, if callers are waiting to be answered in the cue for more than 1 minute the screen flashes. The supervisor can then enter the cue himself or he can see why there is congestion. This is a basic example of how dynamic and powerful the contact centre application is.
- Timely management reporting
We set up the Avaya to automatically generate, and email, a number of reports on a daily and weekly basis. The supervisor gets over 15 different reports daily that we tailored to their needs.
On a weekly basis senior management get emailed the weekly reports automatically on Friday afternoon. There is no room for error, human manipulation or forgetting.
One of the greatest strengths of the award winning contact centre is the fact that you can change most things yourself. This means you can be incredibly flexible when you need to be and it won’t cost you a cent.
Here we installed the latest Plantronics CS 70 cordless headsets with additional noise canceling. This cut down background noise and the cordless headsets freed them up to move around and grab brochures etc whilst on a call. Read more..
- Staff taking hand written messages for each other.
We installed Voicemail so that customers can now leave messages for staff. This has saved time and money!
- Backup for receptionist during busy times
The Avaya Auto Attendant now also acts as a backup for reception as well as the various products. Much more professional and efficient.
- Answering machine after hours
The Auto Attendant now also professionally answers after hours. The system can even answer multiple calls at once and callers leave messages that a nominated staff member listens to every morning.
- Sounding more professional
Here we installed Professional Messages On Hold – this capped off the solution and made their business sound fantastic. They now tell callers about all the various products they deal with, allowing them to cross promote… Read more
Althought the bulk of calls were inbound on their 1300 numbers, their normal phone call costs were spiralling as they made more calls to client’s mobile phones! To alleviate this pressure we provided the client with fantastic call rates that came with:
- No contracts.
- No flag falls
- No Minium charges
These rates slashed their existing bill by a whopping 43%! Read more
The client decided to rent their phone system for 3 reasons:
- To preserve their cash flow which is important in their business.
- Their monthly rental payments are tax deducible
- Renting offered them flexibility to add things in the future – more handsets etc. Read more
The supervisor can’t get over how easy it is to use and manage. They can identify problems with staff within minutes, not days. Since implanting the solution they have experienced a huge productivity uplift. The solution has been an overwhelming success for them.
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This page contains information pertaining to:
Phone System Case Study, Call Centre Phone System Case Study, Phone Systems case studies, Call Centre Case Study, Avaya IP 500 PABX Case Study, Avaya IP 500 PBX Case Study, Avaya IP 500 Telephone System Case Study Phone Systems for Call Centres
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