Optimising call centres technology
"Square Systems installed the interim system at no charge. We now have a system in our new premises that provides us with excellent functionality and scalability"
John Moroney, Business Implementations Manager, TS communications.
The company
TS Technology Services is a supply chain logistics company providing integrated service solutions in the UK and Europe to diverse market sectors where high technology assets are employed.
The challenge
Due to business growth the existing call centre was reaching capacity, and call handling needed to be improved. A review of call centre technology was undertaken to ensure the best solutions were used to provide the best service to customers.
The solution
Square Systems suggested using a feature-rich Inter-Tel solution providing excellent management and reporting capabilities. The system was to be installed in TS Communications' new premises. With continuing growth prior to the relocation, an interim solution was required however to increase the capacity of the existing contact centre. Square Systems responded quickly, providing a temporary solution to enable the ongoing operation of the call centre.
The benefits
- Expert advice on available options
- Rapid solution to business growth needs with enhanced call handling capacity.
- Interim system provided at no extra charge
- Flexible support as operational requirements changed during a period of growth and relocation
The full story
A major factor in the success of a growing company is the ability to maintain quality customer contact systems. By embracing the benefits of modern call centre technology, organisations can expect a rapid improvement in productivity from their existing resource.
TS Communication Services, a supply chain logistics company underwent a management buyout that separated the company from Cable & Wireless. The company provides supply and repair services to the field operations teams of leading edge telecommunication companies.
Due to business growth the existing call centre was reaching capacity, resulting in the strategic decision to improve call handling in the contact centre and to ensure it was using the best technology to provide the best service to their customers
The Square Systems proposal was to supply and install an Inter-Tel Axxess telephone system including a new ACD (Automatic Call Distribution) for the order desk and a PABX for the office staff to support both inbound and outbound calling. The ACD would enable TS Communications to better manage their inbound calls and have greater control than previously available with the legacy systems.
Square Systems were able to demonstrate the capabilities of the Inter-Tel equipment to TS Communications in a call centre environment including management and reporting. It was also clear to TS Communications that Inter-Tel products represented value for money when compared with other market leading products due to its competitive pricing for a feature rich product.
The proposed system was to be installed in TS Communications' new premises. However with continuing growth prior to the relocation, an interim solution was required to increase the capacity of the existing contact centre.
Square Systems were able to utilise their experience and react quickly with a temporary solution to enable the ongoing operation of the call centre.
"Square Systems installed the interim system at no charge" said John Moroney, Business Implementations Manager, TS communications. "We now have a system in our new premises that provides us with excellent functionality and scalability"
Throughout the project Square Systems were able to help the client during a critical phase by offering flexibility as operational requirements changed and by supplying a system that provided modern functionality and the scalability required in a competitive package.