Challenge

As a rapidly expanding business, Driving Results Ltd were looking to recruit agents for their call centres in both their Billingham and Liverpool offices, however due to a lack of management information they were not sure of exactly how many new agents they would need.

Their current legacy telephony system in the Billingham office provided Driving Results Ltd with minimal real time and historical reporting so they had little insight into call data such as number of calls received, wait times, abandonment etc, so were unable to take the business to the next level.

Also the lack of available business intelligence meant that Driving Results could not identify training requirements or efficiency levels of their current agents.

It was also discovered that the current legacy system couldn’t handle a sudden influx of calls and as the business was continuing to grow this created a significant financial impact upon the organisation.

Solution

Driving Results met with a number of Telecommunications providers who provided competitive quotations for providing the new telephony system at the Billingham office and upgrading the telephony system at the Liverpool office. However after meeting with 4Net, Scott Day, Head of Contact Centres for Driving Results comments ‘we were convinced that as well as tendering an excellent figure they understood our requirements perfectly, wanted our business and were keen to deliver a quality service.’

On receiving the official go ahead 4Net provided Driving Results Ltd with an Avaya Contact Centre solution for up to 30 agents in the Billingham office. This solution included a Call Management System (CMS) to provide management information and real time reporting on call volume, wait times and abandonment to enable tracking of efficiency levels within the call centre; along with screen based work boards to show live information during operation hours.

An upgrade of the HP ProCurve LAN was carried out to support Quality of Service (QoS) and Power over Ethernet (PoE).

4Net also upgraded the Liverpool offices existing Avaya ACM to the latest version of software and increased the call centre capacity for up to 50 agents.

ComputerTel Carina Voice Recording solutions were installed at both sites to help improve training and efficiencies by providing access to historical calls to identify areas for improvement. Scott Day also commented ‘The team who completed the work at both sites were fantastic and everything went exactly to the plan 4Net had set out - which most importantly enabled us to maintain business as usual throughout the process.’

Benefits

• Clear picture of the call centre situation with instant access to intelligent agent and call centre statistics
• Transformed site management with automated reporting at many levels creating more time for ongoing staff development
• Enhanced customer experience through the use of call recording to help improve agent handling and process development
• Introduction of Quality Assessment plan for Advisors to ensure high level of service through monitoring of real time and historical calls