Improving service and responsiveness
As a provider of managed IT services to a large number of businesses, often supporting mission-critical IT systems and applications, telephone support is an essential part of their toolkit, responding as needed and in real-time to their customers’ needs. Telephone support is subject to peaks and troughs and although these were handled well with no noticeable degradation in service for the majority of calls, on occasion, some support issues were leading to extended call times and this meant that calls started to queue for longer than were considered acceptable. eNerds needed a way to address and react to these situations, and to hopefully predict when these issue were about to occur and be able to proactively change call flows and bring in extra call handlers.
"The Mitel solution has enabled us to further improve our ability to handle our clients’ calls in a timely, efficient and professional manner, ensuring that any possible impact on their business is also minimised"
Tristan Warner, Chief Technology Officer, eNerds
Mitel MiVoice was the existing central communications platform for the company and was handling large call volumes as a result of significant expansion in business levels.
The one piece that was missing was an effective contact centre solution. Mitel were already the supplier and maintainer of the eNerds communications solution and so a meeting was arranged to discuss these issues and possible resolutions. Their local Mitel partner is a specialist integrator of comms technology and was able to suggest a unique solution to the issue that would be a truly collaborative piece of work.
Inbound and outbound call flows were monitored for what could be considered standard call volumes. Once this was complete, a new MiContact Center solution was added to the existing MiVoice platform. New reporting tools within the contact centre were employed and once again call flows were monitored and the contact centre was fine tuned and reprogrammed accordingly. This allowed the newly skilled eNerds team to identify issues that were occurring or about to occur. It was at this stage that the collaborative approach was able to make the real difference.
Utilising the eNerds team’s programming and application interface skills, a unique web-based application was developed which seamlessly connected with the MiVoice comms platform. This meant that call flows could now be changed in real-time by simply using a series of drop down decision boxes. Even a fully Mitel-trained administrator would struggle to do it more quickly.
This allows people who have no telecoms knowledge to change the call flows within the MiVoice system in minutes. Anyone new to the team can be given minimal training on how to monitor and modify the way calls are handled using the PC skills they already possess.
Since the implementation of the solution, eNerds can now ensure that all calls are routed and handled effectively, even at peak times:
- Simple reporting on call volumes, trends, peak times and more ensures the call handling process can be adapted on-the-fly
- Call flows can be modified on demand in response to changing demand
- Reporting insights ensure the call handling team can be expanded dynamically
- Timely, first class support is delivered by IT experts, every time