Aquarius Contact Centres

The Background

Aquarius Contact Centres (UK) Limited is a provider of outsourced contact centre services in the UK. They specialise in providing bespoke call handling solutions for their client's inbound and outbound needs.

Managing Director, Roddy Forfar, had a vision of setting up a new call centre that had the flexibility to grow with the business and be able to encompass future technological advances. The system would need to be user-friendly, with non-technical staff able to design and programme services, manage and monitor calls, and listen to call recordings. The decision was taken to source a hosted contact centre system.

Alongside the requisite hosted telephony system, Aquarius also needed a hosted scripting package that, again, would be scalable to meet the needs of a growing call centre. It was paramount to Aquarius to find a solution that was affordable, reliable, and technically advanced to suit all their needs.

IP3 Telecom and CallScripter, joint subsidiaries of IPPlus (UK) Ltd, have worked together to supply a fully integrated 'one-stop-shop' for Aquarius, in order to meet all necessary requirements.

 

Solution

Together, IP3 Telecom and CallScripter supplied a complete hosted contact centre environment. Every end-user has the advantage of advanced PBX facilities with intelligent ACD and CTI functionality, incorporating screen pops of the CallScripter software.

The solution comprises of:

• ACD - Automated Call Distributor with skill and time based routing.
• Agent desktop interface incorporating inbound, patch through and outbound call control.
• CTI - CallScripter script integration with screen pops.
• Supervisor screens with graphical and statistical monitoring and control.
• Wallboard screen for snapshot overview of call centre performance.
• Call recording.
• Full data management, along with KPI and MI reports via the CallScripter solution.

The hosted service is controlled through a user-friendly web portal. The end user controls exactly which staff can access this portal, and can then control even further with regards to what they are able to do. The system is configurable in a live environment, and services are chargeable on-demand, as and when they are used.

Aquarius record their calls through the hosted switch, using the easy-to-use web portal to track and monitor calls:

• For quality assurance.
• To train and develop agents and their telephone skills.
• To ensure best practice is highlighted, as well as areas for improvement.
• To deal with customer complaints.
• To be compliant.

Results

The client has benefitted from low capital expenditure, no on-going maintenance costs, and only minimal set up costs, due to the selection of a hosted, rather than premise based, system. Payments are made on a usage only monthly basis, with the system scalable to meet the ever changing needs of a call centre outsourcer.

Thanks to the in-depth reporting suite of the web portal, the Aquarius management team are able to track and monitor calls and agent performance from any location, ensuring that they are providing their customers with the excellent service they pride themselves on.

Roddy Forfar commented: "As we are currently in such a dynamic and competitive marketplace, the ability to scale our requirements up and down as required is imperative to our continued profitability and growth. Not only has CallScripter and IP3 given us this capability, they have also given us access to staff that would not normally be available to us. We are now able to provide our employees with the ability to work from home; some with physical disabilities who have limited mobility but have a great deal to offer, and others that due to external circumstances do not have the means to be in the office everyday. Getting the right staff is a key aspect of our business, and if that means allowing some to work from home, then it can easily be accommodated thanks to the IP3 and CallScripter hosted solution.

"In my opinion, CallScripter is the most flexible and easy-to-use scripting application on the market, and IP3 offers technology you would expect from a switch circa £30,000+ but with additional call routing aspects to benefit both my clients and myself.

"I would recommend these two companies upon their products alone; however the service we receive on an ongoing basis is second to none, which is ultimately what will keep my business for years to come."