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The Client
 Calls-r-us is a medium-sized call centre based in the greater Belfast area with a workforce of 40 people. Their biggest customer at present is a well-known car manufacturer. The call centre receives about 1000 calls per day related to this client, on topics as diverse as warranties, contract garage emergency services and general technical information.
The Problem
At present, Calls-r-us is operating with a traditional analogue telephony system which is no longer able to meet the many and varied needs of a busy modern call centre, and management have decided that a complete upgrade of telecoms technology is now a priority.
Callers expect quick and professional help at all times, and as such the key requirements of a new system in this set-up include the capacity to handle a large volume of incoming calls and direct these to the relevant department/operators as quickly as possible. Management are also keen to alleviate the demands on individual operators in this pressurised environment in as much as possible, while at the same time ensuring maximum efficiency.
Our Solution
In the above instance, we at Telecoms Systems would propose the installation of specially designed telephone software to take over the job of fielding all incoming calls, automatically transferring them to the next available and most appropriate operator. We would also suggest that all operators be equipped with purpose designed telephones with a display and headset connection, so as to enable them to manage and view the data they need to deal with incoming queries directly on their PCs. Finally, we would recommend the implementation of an integrated call management system which would enable supervisors to continuously assess the nature and volume of calls received on a particular subject and by a particular operator.
The Package
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1 AS 4000 ISDN PABX system with TK-Suite Basic software package (as standard)
3 ST 30 system telephones
40 T 15 analogue telephones
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Case Study One 
