Call Centre Audio Case Study

A new sense of direction...

Hop Centre Solutions were a call centre with a lack of call management. With no way of identifying call types and the call centre floor a disaster zone, 5G stepped in to see how we could find the right solution.

The NEED:

Keith Marlow is head of communications at Hop Centre Solutions, a call centre based in Yorkshire. As an inbound call centre, speed and efficiency are key factors for success, factors which had previously been lacking, due to a poor call management system. With a lack of on-hold call management facilities, employees had no idea which type of call would be coming next, whether it be a sales call, customer service call or complaints.

Keith explains the effects on the business: "The staff were just completely unprepared for the types of calls that were coming in. One minute they would have to be very upbeat and chirpy on a sales call, and suddenly the next call could be an angry complaint. It was affecting morale also as staff never knew where they stood. And that's not to mention the time lost and calls dropped in the process!"

The SOLUTION:

The way in which Hop Centre was going about managing their calls was terrible, especially in an environment such as theirs where calls taken and call performance are all Key Performance Indicators.

What 5G was able to do in order to help the company out, was to install an Auto Attendant system where customers can specify the nature of their call and the company can properly manage specific departments to send the call to.

Keith explains how our Auto-Attendant has positively affected the business:

"The best thing about the Auto Attendant system is that it adds a further image of professionalism to our company, and that is before we even contemplate how the functionality of the solution has affected the business. Since putting in the system, I have grouped my staff into seperate departments, according to specific customer needs.

So now if a customer calls in, they can state the nature of their call and they will be passed through to a member of staff who is prepared to take their enquiry. It's so simple, yet it saves so many headaches plus it has improved our performance stats!"