The volume of customer calls into our Managed Services Operations Centre at Maidstone has increased significantly since the expansion of our business.
In response we have made a significant investment in a new call centre system which will go-live on Monday 16th May
The new system is a fully integrated Call Centre Management Solution and has been developed from the ground up with the client experience in mind. We have built tailored routing and menus that cater for every type of incoming call and these will help us respond more quickly and effectively. The system will deliver call agent management, real-time reporting wallboards and alerting, and full call centre reporting, allowing us to track our performance in all areas.
This is just one of many process improvement initiatives we are putting in place to improve client experience.