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Rimmer Brothers, a long established distributor of Triumph and Range Rover parts have been a valued client of N.T. Voice and Data for approximately ten years. They identified a need to improve the efficiency of their business through the way incoming calls are handled. We were invited in to discuss the options and to put together a workable solution. As long time partners with Avaya, we had every confidence that the I.P Office Telephone System would provide the right solution for Rimmer Brothers. A demonstration was organised and the solution was presented. All incoming calls were to be handled via a sophisticated Auto Attend designed to improve and professionally handle calls in a manner that the caller would feel comfortable with opposed to some irritating Auto Attends that we all experience. Every call is crucial to the business and none were to be missed. Hence this was implemented and has been a considerable benefit to all callers and there has been considerable feedback as to the improved handling and distribution of calls from their clients. Once the call has been sent to the correct agent in the correct department, the customer is then professionally assisted. This is helped by the advanced call centre working which was also part of the solution. This enables the caller to be sent to the correct agent who can then deal with the request without having to be put on hold and transferred again. The software has the intelligence to queue calls, emphasis being on the criteria that no calls should be lost as they are core to the business. The result has been a clear success to Rimmer Brothers, not just in terms of the working of the system, but also in which the technical expertise of our fully trained Avaya installations team was a major contribution to the overall solution. |
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