Case Study: Call Handler Goes Multichannel


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Armchair Call Handling has improved its customer contact strategy with the help of a multichannel solution from Azzurri.

Armchair Call Handling provides telephone answering, outsourced switchboard and outbound telemarketing services to large and small businesses in the UK. It is headquartered in Andover, Hampshire, and employs 60 call centre agents.

The problem

Armchair was quickly expanding as a company and was determined to become a leader in the outsourced contact centre market. To do so, it needed to be able to scale its portfolio to offer a wider range of services to its customers.

The company also recognised that each of its customers has different requirements from their outsourced contact centres – and they needed the ability to manage and maintain these different services through a single system.

One capability that would make this bespoke service possible was being able to identify the DDI divert number. This would enable the company to answer any call in a manner specific to the client, and present the contact centre agent with a customised script based on each client’s own requirements and brief.

Any adopted system would also have to incorporate CRM functions that would allow the agents to log the call and send emails and texts to the clients outlining the caller’s enquiry.

The solution

Azzurri Communications provided Armchair with Callmedia, a multichannel contact centre management product. The software underpins customer contact strategy, helping the company deliver a more satisfying experience for agent and caller alike.

The two companies also worked closely together to create a bespoke system based upon Callmedia that enabled client information to be presented instantly onto any contact centre agent’s screen as soon as the DDI divert number was detected.

Azzurri also managed the integration of their solution with the company’s telephony system.

The benefits

Azzurri’s Callmedia technology has been the foundation of the operational delivery of Armchair’s service for ten years. The bespoke service that has helped their success is built upon Callmedia’s functionality and has led to significant growth and market position.

“Many of our customers come to us because they have identified an underperformance in their ability to handle incoming calls. We therefore needed a system that would give us the confidence to guarantee a step-change in the customer service they were able to provide,” said Connie Barrow, Operations Director at Armchair. “This meant not only eliminating missed calls, but also being certain that every sales or service enquiry was captured within three rings. This bespoke service has been the key to us establishing ourselves as one of the market leaders in the telephone answering sector.”

For more information about Azzurri Communications, visit their website.

Author: Megan Jones

Published On: 29th Jul 2015 - Last modified: 18th Dec 2018
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