30 01732 759725 who’s run a contact centre knows the importance of accurate SLA and KPI data, so you can imagine how frustrating this was. For example, in our old system, the time to answer was recorded from the moment the call hit the queue to when the agent answered the call. That’s not time to answer; that’s time on hold. Little things like that soon start to skew data, creating an unfair picture of agent responsiveness.” He added: “Now that we trust the data, we can also make more effective use of Power BI dashboards, which helps further with our reporting and client insights.” Taking control Another improvement, according to Wemyss, is the fairer distribution of calls amongst agents. “On our old platform, agents could group in and out of different client support areas as they saw fit. We found some were avoiding more complex, technical calls, which wasn’t fair on colleagues. With Webex, we can control which groups they join and ensure everyone takes their fair quota of complex and straightforward calls,” he said. “I went into the office last week, and one of the agents told me the new system seems fairer and that calls are now being distributed more evenly. You might think this is a given, but some contact centre solutions give too much choice to agents. That might be the right approach for other organisations, but it doesn’t suit how we work. We like it that Webex allows managers more control and gives more consideration to how the contact centre runs at an organisational level.” Ongoing support Wemyss adds that the ongoing support and consultancy provided by Node4 has been instrumental in enabling TMTI to take advantage their contact centre solution, and they recommended managed services provider Node4 to help set up, integrate and manage the platform. “We first spoke to Node4 in July 2024, more out of curiosity than thinking we would change over as soon as we did. Once we had a full demo, it was clear that Webex could offer us exactly what we were looking for,” explained Wemyss. Rapid gains TMTI’s Webex contact centre platform went live on November 22 last year after the company’s 72 office-based and hybrid agents had been fully trained on the system. Since then, TMTI has slashed the average answer time by 27%, cut the average queue time by 18% and trimmed 10 seconds off the average wrap-up time, from 1 minute and 33 seconds to 1 minute and 23 seconds. In addition to these productivity gains, TMTI is benefiting from more detailed reporting; better support for hybrid working, as Webex runs straight from a browser whereas the previous system needed a VPN connection; and, through its ongoing relationship with Node4, a pathway to future AI implementation. “Data is always our number one priority for our clients, so we’re delighted that Node4’s contact centre deployment delivers much more detailed information and far more accurate reporting. This includes dropped calls, calls answered and calls waiting,” explained Wemyss. “We tested [the previous solution’s reporting and analytics capability] several times and kept getting unreliable results. Anyone Returns prevention company Talk Me Through It (TMTI) provides third-party pre- and post-sales customer support services to leading electrical goods retailers and vendors including Argos, ASDA and Vestel, an international manufacturer of TVs for brands such as Bush, Toshiba, Hitachi and Alba. Every week, it receives around 10,000 support calls, covering everything from lost manuals for older devices to more complex issues like software updates or faulty components. More than 80% of calls are fixed over the phone. To meet the needs of callers and accommodate the unique needs of each of its 23 clients, TMTI depends upon a reliable contact centre solution seamlessly integrated with its wider IT and CRM infrastructure, supported by detailed, accurate and easy to access data and reports. While TMTI’s existing solution did what was asked of it, Contact Centre Manager Gareth Wemyss felt that a different system with better reporting, more detailed statistics and AI-powered functionality would offer more scope to improve service levels and provide additional services to clients. He approached Webex about Node4 implements fully integrated Webex contact centre for TMTI and provides a path to AI-powered enhancements A good call CALL CENTRE
RkJQdWJsaXNoZXIy NDUxNDM=