Prompted by a re-organisation and expansion of office premises, Adrian Flux had researched voice recording and telephone systems for over 12 months without finding a solution that matched their needs for: flexibility, reliability, growth potential, performance and competitive pricing. Part of the problem was also to find a supplier that was able to work as a partner, with a long-term commitment to the business.
'It was important for us to work with a supplier that we felt we could trust and one that shared a similar business ethic to ourselves. We needed a consultant rather than a sales person, and when we found VSL, that's what we got.'
Carl Pickett, Internal Systems Manager
Adrian Flux had three main priorities: Firstly, an improved service for their customers, secondly to improve staff motivation and performance and thirdly to have a system that provided them with accurate and relevant management information.
Adrian Flux's solution consists of a Toshiba CIX telephone system with ACD, voice recording, call logger, voicemail, training, remote access support and maintenance. Display boards, as used in traditional call centres were not appropriate due to the volume of information that needed to be displayed to staff around the room, so individual group screens were set up. Automated call distribution allows the calls to be organised in a way that routes calls fairly around operators and gives them a pre-defined wrap up time to complete administration duties.
The impact of the VSL solution has exceeded expectations. Customers were able to get through faster and are therefore happier with the service offered; Staff are able to process calls more quickly, offering a more efficient, cost effective service. From a management perspective, accurate performance data has improved service levels; helped with staff development and enabled resources to be optimised. The flexible configuration of the Toshiba has enabled Adrian Flux to organise internal departments differently based on how the individual managers want to run them, without system constraints.
'The Toshiba ACD system has certainly had a very positive impact. We achieved real business improvements overnight. Post implementation customer satisfaction surveys show that over 95% of customers rate our service as good or excellent. Staff are able to do their jobs better and enjoy their work more. As managers we have far greater knowledge of our customer service levels. We can take action based on real time data to apply our staff in the best way. Call handling time has improved, waiting time reduced and wrap up time improved - all of which are helping Adrian Flux continue to deliver great service to our customers.'
Carl Pickett, Internal Systems Manager
