Project - Call Center and On-Hold System Implementation

Call Center

The company decided to implement a call center to help stimulate growth in the Quebec market and service it with French speaking Customer Service Representatives.

Goal:

• Provide the technology required to stimulate / enable growth in the Quebec market

To reduce costs, Remote Call Forward technology was used, enabling customers to use a local calling number to contact the French speaking Customer Service Representatives at the Head Office.

With the project having short delivery date requirements and little budget, the most cost effective / timely solution was to expand the existing Toshiba based telephone system, re-program existing handsets and Operator sets, and purchase an additional on-hold device.

Working with the Network Administrator, we implemented the solution and trained the office staff in its use. The on-hold message system was upgraded to include a French on-hold message. As of 2014 the system continues to work well, and has had an excellent ROI considering that it remains in use and requires no maintenance.

On-Hold System Upgrade

The old on-hold system was nothing more than a radio connected to the telephone system, and customers were complaining about periodic static and the music selection. The company wanted to promote new products and special discounts while customers were holding.

Goal:

• Replace the on-hold music system with an advanced solution allowing for language specific in-house recorded marketing messages to be played during hold times

The on-hold system was upgraded to continuously play a recording on a USB stick. The solution enabled Marketing to quickly produce and record sound files on their computer, and transfer the sound files to the USB stick. The project was a success, enabling Marketing to quickly update messages and change music as desired, and without the assistance of an external contractor or the IT Department.  A second unit was later purchased, and connected to the French Call Center.