Parts and Accessories Case Study

Hands-Free...

Tim Hatton came to 5G in search of a solution for his underperforming call centre. Looking through our extensive range of Telephone System parts and accessories to find the perfect solution to his problem.

The NEED:

Tim Hatton runs a call centre in Scotland and as one would expect from such a working environment, his employees are required to be talking on the phone for the majority of the working day. In such a high-pressured environment, the company is expected to work towards specific targets in order to achieve a set amount of calls within a day, which for a long time wasn't happening.

"We just weren't achieving the targets and I couldn't figure out why," explains Tim. "I conducted a crisis meeting with my staff members to try and put my finger on just where we were going wrong. The general feeling that I got from staff was that our current phones were making it difficult to talk and make notes at the same time, so employees were taking time after calls to enter call details on to our system."

The SOLUTION:

5G has been able to provide Tim and his call centre with a full solution of hands-free telephone handsets which allow the call centre employees to talk and type at the same time and also cuts time between calls as staff can answer calls at the press of a button rather than having to physically pick up the phone's handset.

"Since having the headsets delivered, our stats have improved to no end," says Tim. "My employees can now make notes while on the phone to customers, meaning that when the call ends, they are ready to go straight into another call. It's great."