Case Studies
Group divert
Business Issue - How can I manage the distribution of calls to 4 call centres?
Services - Time of Day, Group Divert, Voicemail
Total Service Costs - 70p per day
The business requirement was to set up and manage the distribution of calls to 4 call centres and a group of call centre home workers without buying or installing new hardware or software. In addition their existing service provider could not provide them with the flexibility, speed and ease of use when changes to their call routing was necessary. They had to wait days to modify or add new termination numbers, which seriously impacted their business. In order to solve these business issues, they took advantage of the services provided by Callagenix.
How the issue was resolved
When customers ring the numbers during office hours, calls are diverted to specific agents in the call centre. During evenings and busy periods throughout the day, calls are then diverted to a number of home workers automatically. During the night the service switches to voicemail, allowing messages to be emailed to the specific call centre agents.
The supervisor screens and real-time statistics allowed a Supervisor to monitor the agent extensions and view the call statistics. Through the management interface they were able to add, delete and change agents, call routing and announcements so as to best cater for the current and predicted traffic patterns. All the management and reporting screen are accessible via a standard web browser, thereby allowing the supervisor and manager access to up to date information and control functions, anywhere, anytime.
Callagenix provided them a range of new 0800 numbers and a range of invisible destination numbers, providing total flexibility across their number plans.
The result
"We needed to get incoming voice calls from teletext ads distributed out to 4 call centres and a number of home workers on a priority basis.
The Callagenix system meets all our requirements. It was easily set up and tested with little capital outlay; it can be fine tuned to handle traffic levels & staff available.
The reporting in real time is great & has
allowed us to manage our resources more effectively.
Callegenix gave us a successful solution that
we had been quoted £30,000+ elsewhere."
Derek Conroy, SES Telecom
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