Case study TEL24
atms Network ACD facilitates flexible call centre capacity expansion
TEL24 GmbH wants easy and flexible control of its call centre capacity to allow it to deal with high call volumes. atms Network ACD, a virtual telephone exchange within the public telephone network, allows home agents to be easily connected to the existing system at peak times.
“The solution provided by atms now allows us to control our call centre capacity very easily and flexibly. This even allows us to deal with particularly high call volumes thereby making us a reliable service partner for our customers at all times.”
Markus Kugler, Managing Director and owner of TEL24 GmbH
TEL24 GmbH is an Austrian service provider which specializes in outsourcing in the area of customer service management and dialogue processing. Its Salzburg call centre handles a large number of inbound, outbound and back office processes for a variety of customers – for example order processing, product advice, customer satisfaction surveys or complaint handling.
As in almost any call centre, TEL24 also experiences fluctuating call volumes, depending on the day of the week, time of the day and demand. At peak times, when three times as many calls are received as on average days, there are not enough agents available – this relates to both spatial and technical capacity.
TEL24 was therefore looking for a solution that would allow it to deal with these peak times flexibly and cost-effectively, and in particular one that would allow the use of home agents without having to invest in an expensive new telephone system.
atms Network ACD allows TEL24 to connect home agents to the existing telephone system at peak times, thereby optimizing use of the call centre’s capacity in a flexible and cost-effective way:
- The available TEL24 home agents can dial into the telephone system independently from a landline or mobile phone using a PIN code and receive customer enquiries.
- The surplus calls from the call centre are automatically captured by atms Network ACD and forwarded to the logged-in home agents in a precisely controlled manner – this means that lost calls are a thing of the past, even at peak times.
- The system can be conveniently controlled online at all times via the atms ServicePortal, while comprehensive statistics make the calculation of home agent payments very straightforward.
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Created on: 05/28/2009