Using our current telephone system, it’s now possible to monitor inbound enquiries in real-time and route them to the best suited agent, whether that’s based on a certain skill or due to a pre-existing relationship with the customer. SLAs can also be monitored and reported on so that the Contact Centre Manager can manage resource effectively and ensure great customer service. As a multimedia system, customers can communicate with the team via their preferred choice of voice call, email or webchat. With the ongoing support and consultation from ANT Telecom, we continue to explore new ways of utilising the system. The ‘job codes’ tool provides us with insight into the biggest causes of customer dissatisfaction and identifies where we need to focus our training; for example if we were to receive a high volume of calls regarding our repair service. What began as a Customer Service solution has become an invaluable source of insight into performance levels of the entire business

we have a fantastic relationship with ANT Telecom, the continued support we have received from the team, paired with expert solutions that have been deployed have given us an unrivaled service. We had full confidence that ANT Telecom would deliver the best possible bespoke solution to fully upgrade our safety and communication technology and associated processes and now, our workers can feel assured of their safety whilst also benefiing from streamlined communication abilities

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