Skype Me!
 
case studies
 
 

UQ Consult

Foehn Brings Average Call Time Down By 10 seconds

 

The Challenge

UQ Consult manages the home delivery and take away call centre in Portugal on behalf of one of largest pizza companies in the world. Customers ring one national number and the centrally managed system takes the call and diverts it to one of six geographical sites. With up to 8 agents covering each site, the call centre manages volumes of 5,000 calls a day.

Its incumbent phone system, based on Nortel, was restricting the growth of the company. UQ Consults really needed a system that would deliver flexibility and technology advance that could improve its customer service and productivity.

The Solution

UQ Consult decided to research open source options and selected Foehn as its integrator because of the firm’s previous Asterisk deployment experience.

Foehn chose to integrate Digium’s Asterisk Business Edition IP PBX based solution as it would provide the commercial support options as well as unrivalled flexibility and value for money.

As well as efficient network optimisation, Foehn customised the system so that incoming calls could interact with the Pizza chain’s customer database and order software.

As an agent picked up a call, a screen would automatically open with their details and last 3 call requests, eliminating the need for any extra ‘clicks’ by the agent.  Further the system was designed so that agents could answer calls from any location.

Foehn also integrated Queuemetrics, call centre software, as part of the solution to provide a much richer interface and enhanced information to agents than previously. 

The Results

Open source solutions tend to be much more cost effective that proprietary alternatives.  Even going for the added assurance of the commercial option , Asterisk Business Edition, UQ Consult felt there would be saving, aiming for an ROI of this complete replacement in 3 years.

As call centre staff have more information as soon as a call comes in, they can provide a better customer service too. 

The commercial effect was described by Fernando Vieira, Call Centre Manager at UQ Consult who claimed that the average call handling time decreased by 10 seconds.  Across 5,000 calls that’s almost 13 hours saved.

 

> Contact us for further information

 
select case study
  • Anchor HouseIP Convergence in Charitable Housing.
  • BytemobileUnlocking the Global Reach of IT Service Providers.
  • MedisaveHealthcare E-commerce Company Switches To Switchvox
  • St Andrew's HealthcareAccelerating Security from the Top Down.
  • TANDBERGOpen Source Telephony Systems to Showcase Service Excellence.
  • The Symbian FoundationA Unified Communications Solution Based on Asterisk.
  • T-MobileDelivering Service Assurance Throughout Complex Data Centre Migrations.
  • UQ ConsultFoehn Brings Average Call Time Down By 10 seconds