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Next Telecom is an Australian telecommunications company that provides a range of services including broadband internet, mobile plans, home phone and business solutions. They offer both standard and premium packages to meet the needs of their customers, with a focus on providing fast and reliable connections.
Next Telecoms’ previous Call Centre System posed a significant challenge as it lacked the capability to effectively track the status of our call centre agents. With issues like struggling to determine who had answered a call from the queue, monitoring their inbound and outbound call activity, or knowing when they were unavailable to take calls. This posed a problem for our business as we have staff working from multiple offices and remote locations.
"We selected Channel UC as our contact centre provider as they have a deep understanding of our business and our team's contact centre requirements."
We made the strategic decision to implement R365 as the new Certified Teams Contact Centre Solution for the Next Telecom Customer Service Team. This choice was made after careful consideration of their business needs and objectives, as well as an evaluation of all options available.
By deploying R365, we were able to provide Next Telecom with an advanced Certified Teams Contact Centre Solution that seamlessly integrates with their Customer Ticket system. This integration has allowed for a more streamlined and efficient workflow, where customer calls can be quickly and accurately logged and routed to the appropriate team member. Additionally, this has provided them with valuable data insights on the volume and nature of incoming calls, which has allowed them to make informed decisions and adjustments to improve efficiency.
Moreover, with R365, the Next Telecom management team now has access to real-time call data and analytics, providing a comprehensive overview of our staff's performance and efficiency. This has allowed them to identify key areas for improvement and make data-driven decisions to optimise processes. Overall, the implementation of R365 has significantly enhanced Next Telecoms’ customer service capabilities and allowed us to provide a higher level of service to their customers, while also improving internal processes and decision-making.
We chose to deploy R365 to our Customer Service Team because it provides an improved Contact Centre Solution that integrates with our Customer Ticket system, and allows Management to have a better overview of our staff and the calls that we receive each day.
Within 2 hours we had a functioning Call Centre queue ringing our agents. Our customisations to the call flows, call queues, announcement messages and IVRs required most of a day to implement and test end to end. No additional or outside help was required
Our management team can see how many calls are in the Queue, the longest waiting call for the day, Total calls Answered, Any Abandoned (calls hung up before they were answered) as well as the Average Wait time.
With our new Contact Centre Solution integrated with our ticketing system, we are now able to track important metrics such as the number of calls each agent takes, their total ready time, and busy time. These metrics allow us to ensure a fair and manageable workload for each agent, identify top-performing agents, and gain insights into how our agents are spending their time. By analysing these metrics, we can make data-driven decisions and optimise the performance of our customer service team to provide the best possible service to our customers.
The integration of our CRM system with our Customer Ticket Management system has improved our customer service by allowing us to quickly identify the caller and provide a personalised experience. With the customer’s information readily available, our agents can tailor their service accordingly, improving the overall experience. Additionally, this integration has improved our internal processes by more efficiently routing calls and improving overall efficiency.
Our R365 rollout was a great success. All staff were able to test the system prior to our staged rollout.
R365 has improved our communication with our customers and has enabled our team to work more efficiently. We look forward to enabling more features such as Omni Channel Chat and SMS.
