Markerstudy’s Plan sees 3000 Employees Shift to Homeworking
Updated 6th June, 2023.
Setting Up 3,000 Employees for Homeworking in Two Days Before Lockdown
Britannic, specialists in voice communications, systems integration and managed services, today announced that its long term customer Markerstudy, experts in motor insurance products and complementary services deployed 3,000 of its staff to work from home in just two days. It was a seamless transition for contact centre agents, some of whom have never worked from home before. The quick and painless implementation demonstrates how many businesses have had to adopt an agile strategy in response to the covid-19 lockdown, so that they can continue as normally as possible.
“We have always put business continuity planning at the top of the agenda and invested in the latest technology,” commented Adam Walker, Head of IT, Markerstudy, “As the technology and the business continuity strategy was already in place and we predicted that lockdown was going to happen when it was officially announced we had already seamlessly deployed all staff to work from home.”
Britannic Technologies have deployed a Mitel IP Solution and Mitel Contact Centre for Markerstudy which is managed as a hosted solution in Britannic’s secure cloud.
Markerstudy sent all employees home with the Mitel handset from their desk and an ethernet connection so they could plug it into their broadband and re-configure the phone which is easy to do - done in two minutes! This then talks back to the Britannic command centre and employees can log in as normal and have the same access to systems as from the office.
From the 3,000 staff, 1,400 of them are contact centre agents who take inbound calls from brokers, customers and partners. The transition from the contact centre in the office to working at home was seamless.
“The move did not impact customer service in the slightest; the customers called the normal number and the agents answered the call dealing with their enquiry,” Adam said, “We can still monitor and track the agents’ performance and see when they have logged on and off and how long they have spent on calls. Giving us complete visibility, so we can continue to deliver a seamless customer service.”
Jonathan Sharp, CEO of Britannic advises, “It is essential that your conferencing and collaboration technology integrates with your front and back office systems to ensure that you still maintain a seamless and efficient service to customers, partners and suppliers. With lockdown looking set to continue it is also about how to optimise your remote workforce and customer engagement, and to streamline operations. Use this opportunity to discover new business opportunities and models in light of these new working conditions and reduce costs, with hard times yet to come, without impacting on the customer experience.”
Markerstudy and Britannic partnership continues to develop and become stronger and to this day Markerstudy employees' enjoy the flexibility of hybrid working.
