About The Customer
This UK charity deployed a cloud-based communications system from Wavenet to increase efficiency within its call centre and to boost workforce connectivity across the entire organisation.
In 2013, the charity decided to build a dedicated call centre in Dover to supplement the work being delivered at its local advice centres. The construction of the contact centre provided an opportunity to overhaul its existing communication systems across the entire organisation. With plans in place to recruit and significantly expand their call centre representatives, the charity needed a platform that allowed employees to efficiently communicate with support staff, interpreters and colleagues based at other locations.
The charity was introduced to Wavenet through its consulting partner Shore Tech Systems and was impressed with the company’s tailored telephony and communications solution that is hosted in the cloud. Wavenet’s Skype for Business solution was personalised to fit the requirements of the charity and Wavenet’s developers built additional bespoke functionality to provide the charity with a product that ticked all the boxes.
The platform allows staff to talk, instant message and email each other across a variety of devices, such as landlines, smartphones, PCs and tablets. Significant efficiency gains have also been achieved by deploying a conferencing feature, where call centre representatives can draft in an interpreter or a colleague, to provide extra support or assistance when required. As a result, the charity has drastically reduced the average time it takes to provide assistance.
The solution boasts a multiple language-based routing system that allows asylum seekers to receive information in a language they can understand. In addition, the charity has deployed a feature that delivers automatic audio messages, providing callers with regulatory information in their chosen language.
"Due to the increase in efficiency on the phones, and by reducing the unnecessary phone calls and emails to ascertain the availability of colleagues and interpreters, we have seen our call handling traffic grow to over 40,000 calls per month. Meanwhile, our staff have rapidly adopted the new technology and we have seen the use of instant messaging grow tenfold – cutting down the amount of time-consuming emails people have to respond to."
With Skype for Business set to retire on July 31st 2021 businesses will now look to make the migration to Microsoft Teams.
This upgrade also gives them the ability to utilise TeamsLink and create a true Unified Communication platform that allows easy collaboration and communication across organisations of all sizes.