Getting Their Teeth into Workplace Modernisation
Britannic Technologies worked closely with DD holding workshops to discover their business needs, the objectives they wanted to achieve, and how technology could assist them. They installed a new WAN infrastructure to all of DD’s sites across the UK and a Mitel contact centre solution for the entire business.
Contact centre managers can now record calls and play them back to identify where they can improve to achieve their development objectives. A new dashboard means supervisors can see whether agents have achieved their KPIs. Wallboards show live interactions and this transparency of information enables agents to see what their colleagues are doing; they are more productive as a result.
Improving Customer Service
Simplified call routing has made the journey seamless for customers. The results speak for themselves, due to the Mitel contact centre solution, 90% of calls are now answered within 10 seconds, which is above the industry standard.