26 April 2004
Manchester City Council Increase Call Centre
Capability
Manchester City Council enhances its use of Initiative
Software's scripting software product, Tele-Connect®, to
ensure that it is able to provide the best possible level
of service to both its own and housing association
residents.
Manchester Housing On Call (MHOC) aims to integrate its
housing strategy to the Council's wider regeneration
agenda to improve the economic, environmental and social
well being of all Manchester residents. The MHOC call
centre is an essential contact route for its citizens. The
growth in demand for telephone-based services has
increased the need for automated call routing, increased
call handling efficiency and additional call centre seats
within MHOC operations.
MHOC reviewed the range of options available to satisfy
the current and anticipated demands, which ranged from
replacing the entire telephony system through to switch to
the implementation of sophisticated software middleware.
The latter option via Tele-Connect CTI (Computer Telephony Integration) was the most
functionally rich, scaleable and cost effective option
available. This provided the additional benefit of
providing capabilities for in call handling and transfers
as well as supporting outbound dialling from the agent
desktop and screen pops on inbound calls. In summary, a
broad range of additional capabilities is now available to
MHOC call centre operations.
Darren Storey, Systems Manager MHOC, states "The project
has been delivered on time, within budget and rolled out
smoothly. We have been achieving the expected
functionality and more since implementation."
"MHOC has
developed impressively over the last few years. We have
always been impressed with the commitment of the MHOC team
to constantly improve the services to its clients and the
development of its business model. This latest
implementation effectively connects the agent desktop
directly to the telephone system which means that agents
can identify callers, quickly review appropriate contact
histories and also manage outbound calling activities.
This will allow MHOC to derive further value from its
existing Tele-Connect implementation as well as enhancing
customer service" comments Kevin Clark, CEO Initiative
Software Ltd.
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