Elly Yates-Roberts |
We have witnessed the acceleration of digital transformation due to the global pandemic; it has changed the world, the way we work and how we currently live our lives. We need to look at digital transformation not as a source of innovation, but as a business continuity requirement, which allows individuals to work from anywhere. The modern contact centre needs to empower agents with integrated solutions that help improve operational efficiencies and increase customer loyalty with a personalised approach.
We recently worked with energy supplier Flogas to improve how it communicates with its customers, by developing a new contact centre solution on Microsoft Teams. The organisation previously relied on a telephony system to communicate with its customers, but the Covid-19 pandemic highlighted the system’s flaws; it was developing reliability issues and lacked essential business continuity and disaster recovery capabilities.
Flogas also wanted the new contact centre solution to deliver enhanced insights into the performance of its contact centre. With 130 agents, the company wanted to better understand their performance and other metrics such as first contact and first call resolution.
We worked with Flogas to implement our Communications Center (CC) on Microsoft Teams. The system is fully integrated with Microsoft technology, and its cloud compatibility has enabled the organisation to implement to more permanent remote working strategy.
“We took the decision to implement CC and with Enghouse Interactive’s help we were up and running in a matter of weeks,” said Brian Gahan, head of IT at Flogas. “It was essential that there was minimal disruption to service especially during lockdown when demand was higher. We were able to mobilise our contact centre agents, maintain business continuity and keep customer service up and running at optimum levels within record time.”
We continued to support Flogas after the implementation by providing training sessions to ensure all users were getting the most out of it.
Flogas now has a single resilient and robust contact centre solution in place. Agents are able to work remotely with no impact to their efficiency or productivity. Our solution’s integration with Microsoft Teams also provides more visibility into which agents are available at any one time and how many calls are being held in a queue.
“The new contact centre solution from Enghouse gives us the ability to improve turnaround times for customer queries and interactions and reduce the cost of our customer engagement more generally,” said Gahan. “Moving forwards, we believe the new solution will also give us the opportunity to open up other channels of communication over and above telephony, such as email, social media channels and web chat, and expand the scope of our whole approach to customer engagement. We are looking forward to working with Enghouse to ramp up our contact centre capability further over time.”
Find out more about Enghouse’s Communications Center on Microsoft Teams at the company’s webinar on 5 November.