Incommunities (formerly Bradford Community Housing Trust Group) use Nortel ACD technology to make sure they provide the very best service to their customers. However the management wanted to be able to quickly and easily monitor and track key contact centre metrics without the need for expensive PBX upgrades.

When Incommunities contacted SJS Solutions we quickly offered them our Nortel Compatible Reporting Suite which takes data from a standard Nortel PBX and transforms it into easy-to-use graphs and other tools that make optimising your contact centre quick and easy.

Incommunities were impressed with the intuitive nature of Optymyse RT ACD Reporting for Nortel and soon started to identify trends, run reports and improve their Contact Centre.

Cheshire East Council wanted to improve the level of service being provided to the Public and felt that by giving agents instant access to the information available from both their telephone system and from the QueueBuster service would result in a reduction in (negative) call abandonment, along with a reduction in call waiting time and improvements in service levels and in agent motivation. An additional driver was to alleviate the pressure endured by the management team by having to manage the team at a very low level, ensuring that staff are aware of calls waiting and managing when breaks / lunch are taken in the light of calls waiting. Without this information or micro management staff may go for breaks when there are calls waiting and be available whilst there is a dip in demand. This meant that the supervisory staff were not able to focus on the other side of the roles looking at ways to improve the performance and moral within the contact centre.

Cheshire East Council had an existing Avaya PBX plus CMS reporting package. CMS provides both historic and real-time reports but these reports are only accessible to managers and supervisors on a desktop PC. In addition to this, QueueBuster calls are reported via an external website, which means that managers have to look at two sources to view a full picture of contact centre activity.

SJS’ solution takes real-time information from the AVAYA, feeds this information down the customer network to any number of wall-mounted televisions. SJS Wallboard Solutions are compatible with AVAYA, Siemens and Nortel PBX, and are suitable for outbound “sales / activity driven” Call Centres as well as “service driven” Contact Centres. SJS employ highly resilient thin client PCs to achieve almost instant data transfer and display, plus they incorporate both scrolling and full-page messaging functions.

SJS Solutions installed 9 (nine) screens in total, 7 were responsible for displaying the real-time information from the AVAYA, plus key information from the QueueBuster external web site. In addition to Contact Centre Metrics the solution also allows Cheshire County Council to post instant scrolling messages and full-page messages which can rotate in sequence with the Contact Centre statistics.

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Press release: Cheshire County Council reduce call wait times by over 50%