Welltel, Ireland’s largest dedicated business communications company, has announced that it has delivered a new bespoke cloud-based contact centre solution to Irish IT services provider, Ergo. Earlier this year, Ergo announced plans to create 60 jobs as part of a multimillion euro investment and the solution will scale to meet these needs.
In business for nearly 30 years, Dublin and Cork-based Ergo provides IT infrastructure, cloud, security, software licensing, print and IT resourcing services that drive productivity and profitability for customers.
The company wanted to improve its customer service platform so that it could get a clear view of customer interactions, improve productivity and access automated in-depth reporting. Welltel created a transformative cloud contact centre solution which enables 45 Ergo agents to manage all customer communications via phone and email through one integrated system.
The system provides agents with full visibility and control of call traffic and customer queries, and an innovative integration with Microsoft Teams seamlessly connects the contact centre with the wider organisation of 300 employees. Custom-built Session Initiation Protocol (SIP) Trunks and cloud-hosted Voice over Internet Protocol (VoIP) using SoftClient applications allow communications to be carried out via the internet, resulting in a more efficient process and reduction in costs compared to traditional phone systems. Welltel’s proactive management of the system has reduced support and maintenance costs to the company.
In turn, the tool enables Ergo to better meet customers’ needs. It has improved customer reporting and provides detailed service reports showing how the company meets customer service level agreements. In the first three months, missed calls were reduced by nearly 15%, and call wait times fell by nearly 20%. Rather than seeing an increase in calls handled, the system has instead resulted in a decrease in overall call volumes as more customers have their calls answered the first time. Average handling times have also been reduced.
Ergo also has the ability to implement call queues and ring groups to redirect calls to engineers after hours or if agents are busy, as well as voicemail-to-email capabilities should a call go unanswered. Welltel’s system has allowed the company to pinpoint its busiest periods, resulting in a restructuring of engineers’ working hours to meet customers’ demands and expectations. Additionally, all customer data is securely hosted at Welltel’s Irish-based data centres.
More than 100 Ergo customers benefit from the new solution, which also enables a dedicated IT helpdesk service for customers that need it. Furthermore, in the event of an emergency such as an outage, customers can be notified immediately, thus minimising customer downtime.
Welltel’s real time and historical reporting abilities and agent dashboards have enhanced collaboration and allowed Ergo to track performance with greater visibility and accuracy. This has resulted in a 17% increase in overall adherence due to improved time-keeping. The user-friendly cloud deployment is designed to facilitate agents to securely work from home and streamline communications across the business, with a view to improving employee experience. It also helps employee training, as supervisors can monitor live calls and prompt trainees.
Damien Kelly, Technical Operations Manager, Ergo: “Welltel’s cloud contact centre has transformed the way we interact with our clients and has futureproofed our customer service, delivering an integrated call centre which enables us to meet the individual needs of our customers.
“Advanced features and automated functions have simplified tasks for agents and overall have provided a big picture view of who is getting in contact and what their specific queries are. It was vitally important for us to be able to provide in-depth, granular reporting for customers, and automated reporting has really streamlined this process. We also achieved better emergency communications internally so that we can notify customers quickly in the event of a critical issue, without having to wait for a third-party to react.”
Sean Maher, Business Development Manager, Welltel: “It is great to work with a visionary digital workplace leader like Ergo which sees the real advantages of automation and simplification as a means of driving measurable business advantage. Its new contact centre system is so easy-to-use, cost-efficient, and seamlessly integrated with the company’s phone system, with all data securely hosted and backed up at our data centres in Dublin and Cork to ensure business continuity.”
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