Call Centre Case Study

Call Centre: Becoming more effective..

Richard Brown runs a call centre with a ‘remote’ workforce that includes home workers. Thanks to 5G Solutions, the company can now monitor and reward its employees better – as well as impressing clients with valuable call statistics for their advertising and telemarketing campaigns.

The NEED:

Satisfying clients is essential to the success of the call centre. But client expectations have often been unrealistic when they’ve asked the centre to handle enquiries from adverts or to make ‘cold calls’ on their behalf. “Clients have sometimes felt the contact ratio wasn’t high enough and they didn’t get value for money,” explains Richard. The call centre needed a way to manage calls and record statistics to demonstrate its work-rate. There were other challenges too. Workers wanted more flexible hours to fit around other commitments, while the company needed a ‘disaster recovery’ plan in the case of power cuts. On one previous occasion, the business nearly collapsed when systems stopped and all calls were lost.

The SOLUTION:

5G Solutions provided a powerful call centre solution that could keep tabs on the thousands of calls received by the centre each day – and even monitor the workstations of its remote workers to see how calls were being handled.