THE CHALLENGE:
Our Client is City Council housing office who refurbishes accommodation of all types and rents them to tenants. Their need was for them to replace their existing telephone system with a solution that had the ability to be expanded to meet their ever growing business needs. Plans were approved to open a second office to accommodate a Response Team and the Administration staff with a VOIP link to their existing office.

One of the main requirement was to improve their level of service to their clients through improved call handling which would be achieved through the centralization of the incoming calls.

THE SOLUTION:
Direct Telecom implemented a Business Telephone Solution based on the Alcatel Lucent Telephone System which linked both sites via a dedicated LES10 circuit allowing calls to be transferred to and from both site locations..

Direct Telecom recommended the enhancement of the Alcatel Lucent Telephone System to include an ACD package to raise the level of service to their clients with reports to show the daily effectiveness of their staff through the statistical module. This was installed with Agent Assist on the Agent’s PCs which gave them up to the minute information on the number of calls queuing and how well they had preformed that day.

Benefits
The Business Telephone Solution implement by Direct Telecom enabled the client to maximize staff efficiencies and improve the management of the personell . The use of the two sites is seamless in their operation enabling them to increase the Service Levels to their clients.