Case Study: UK Charity

About The Customer

This UK charity deployed a cloud-based communications  system from Wavenet to increase efficiency within its call centre and to  boost workforce connectivity across the entire organisation. 

The Challenge

In 2013, the charity decided to build a dedicated call centre in Dover to  supplement the work being delivered at its local advice centres. The  construction of the contact centre provided an opportunity to overhaul  its existing communication systems across the entire organisation. With  plans in place to recruit and significantly expand their call centre representatives, the charity  needed a platform that allowed employees to efficiently communicate  with support staff, interpreters and colleagues based at other locations. 

The Solution 

The charity was introduced to Wavenet  through its consulting partner  Shore Tech Systems and was  impressed with the company’s  tailored telephony and  communications solution that is  hosted in the cloud. Wavenet’s Skype for Business  solution was  personalised to fit the  requirements of the charity and  Wavenet’s developers built additional  bespoke functionality to provide  the charity with a product that  ticked all the boxes. 

The platform allows staff to talk,  instant message and email each  other across a variety of devices,  such as landlines, smartphones,  PCs and tablets. Significant  efficiency gains have also been  achieved by deploying a  conferencing feature, where call  centre representatives can draft in  an interpreter or a colleague, to  provide extra support or  assistance when required. As a  result, the charity has drastically  reduced the average time it takes  to provide assistance. 

The solution boasts a multiple  language-based routing system  that allows asylum seekers to  receive information in a language  they can understand. In addition,  the charity has deployed a  feature that delivers automatic  audio messages, providing callers  with regulatory information in  their chosen language.

"Due to the increase in efficiency on the phones, and by reducing the unnecessary phone calls and emails to ascertain the availability of colleagues and interpreters, we have seen our call handling traffic grow to over 40,000 calls per month. Meanwhile, our staff have rapidly adopted the new technology and we have seen the use of instant messaging grow tenfold – cutting down the amount of time-consuming emails people have to respond to."

With Skype for Business set to retire on July 31st 2021 businesses will now look to make the migration to Microsoft Teams.

This upgrade also gives them the ability to utilise TeamsLink and create a true Unified Communication platform that allows easy collaboration and communication across organisations of all sizes.