Telecoms World PLC
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CASE STUDY

Manchester Stop Smoking Service provides free NHS support to help people quit smoking. Support is available from trained professional advisors at a number of venues across the city including pharmacies, GP practices, community centres, local markets etc and is open to anyone who lives or works in Manchester. Manchester Stop Smoking Service works in partnership with agencies across the city to provide information on the benefits of going smoke-free to help build tobacco free communities. It is part of the Public Health Development Service which sits in the Care Group of Manchester Mental Health and Social Care Trust.

The Challenge

Manchester Stop Smoking Service runs a call centre and needed to manage staff levels. They wanted the option for all calls to ring through to the call centre simultaneously to be answered by any available agent. However, they were losing calls when staff were not at their desk or staff levels had changed on a particular day. They also wanted to encourage more callers to use their service but wasn’t sure they could cope with demand.

Telecoms World Solution

Telecoms World’s Contact Centre, along with a Manage higher call volumes offered a great solution for the Manchester Stop Smoking Service. The Contact Centre product enables them to manage their call centre with any online device, anywhere, 24/7. By adding / removing phone targets at any time and controlling call destinations based on the time of day, they were also able to managing the number of rings before a call is answered. With the addition of Call Analytics, they were able to review any repeat callers, busy times of day and manage missed calls.

Results

Telecoms World solutions for the Manchester Stop Smoking Service are having an immense impact on daily management of their staff, call centres and previous phone number. A new 0800 number was provided to encourage more callers with the ability to call free on any phone. This was executed successfully and without affecting any callers and with the Contact Centre online management, calls are now answered quicker and more efficiently with less being missed.

Customer Requirements

  • Greater call insight
  • Manage higher call volumes
  • Encourage more calls

Solution Components

  • Call Analytics
  • Memorable 0800 number
  • Contact Centre solution