Taking Teleformance to the cloud!
The challenge: Teleformance had been experiencing problems with their call quality and were looking for a new partner to take control of their communications network and solve this. Another item on their wish list was integration between their phones and their customer database, to improve response times and professionalism.
Teleformance is a Business to Business outbound call centre based on the outskirts of Exeter. They provide lead generation to the engineering industry.
We worked closely to understand their needs and found that their current network design was having a serious impact on their call quality. We moved them to our ‘voice only’ Assured Broadband connection which guaranteed the quality of their telephone calls. We also provided a simple integration with their customer database to allow their team to dial any number through the system at the click of a button. Each team member makes 350 calls per week on average, and the call quality issues have been completely resolved.
A Little Extra
As part of the installation we also provided a call logging system which allowed the Call Centre Manager to monitor how many calls each team member made. This allows them to provide their clients with an overview each month of how many calls have been made towards each campaign, as well as monitor their internal team performance.
- 2015-11-16 11:29:08