Establishing a new call centre to tight timescales
"Square Systems were very responsive, they got us a budgetary estimate over the weekend. It was a relief to be talking to an organisation that was sensitive to our time frames." - Gail Thorne, Managing Director, Core Business Network
The company
Core Business Networks provides personalised PA, call answering and virtual office administration services.
The challenge
After a frustrating period of getting nowhere with a large supplier, Core Business Network needed a CTI-enabled call centre (with fully integrated IT and telephony) to be available within a month.
The solution
Square Systems responded quickly, installing and testing a fully integrated telephony system which seamlessly integrated with their existing CRM application. The solution included real time and historic call reporting that enabled the client to plan, manage and develop their resources to continue to offer a high quality service, and the project was successfully delivered within the required timescales.
The benefits
By seamlessly integrating modern call centre technologies with existing applications Square Systems enabled Core Business Network PAs to manage calls in a more efficient manner and with CTI client information available when required, improving both productivity and quality of service.
The full story
When a business is set up and rapidly grows in size, the need for a fully integrated call centre becomes paramount. The company's existing systems are put under increasing pressure and cannot handle the complex requirements of the business. When Core Business Network first realised that they needed to establish a new contact centre to support their core business of providing outsourced PA, they contacted a large, well known Telco. After a frustrating period trying to establish whether the Telco could provide a suitable system within tight timescales, Gail Thorne, Core Business Network's Managing Director made the decision that they could not afford to delay any longer. The success of the company's business strategy relied primarily on the quality of its call centre to both generate and retain business.
It was at this point that Core Business Network (CBN) contacted Square Systems with a requirement for a fully CTI (Computer Telephony Integration) enabled call centre to be available within a month.
Square Systems installed an ACD (Automatic Call Distribution) system, enabling screen pops of their existing CRM application. Agents were able to return a high productivity rate by automating many of the tasks on the agent desktop. The solutions was provided by working closely with the client's database developers to seamlessly integrate their applications with the telephony system. The solution also included real time and historic call reporting that enabled the client to plan, manage and develop their resources to offer the all important high quality service.
The Square Systems proposal was based on an Inter-Tel Axxess switch as the core telephone system and ACD. The proposal also included CallView from Swan, for the real time reporting and desktop CTI. Square Systems installed the telephony systems and performed all testing to provide rapid and successful project delivery to the client's requirements.
By seamlessly integrating modern call centre technologies with existing applications Square Systems enabled the Core Business Network PA's to manage calls in a more efficient manner and with CTI client information available when required, further improving their productivity and quality of service.