From office supplies to computer products, to kitchen and washroom supplies, Staples Advantage deliver it all. Providing a total source solution for businesses the company operate a dedicated helpdesk and offer customers the option to contact them by phone, fax or email.
The Challenge
- Increase network capacity to answer calls at peak times
- Direct communications to the helpdesk team - no matter what channel the customer had chosen to use
- Review and score helpdesk call handling performance to improve customer service
- Minimise disruption to communications channels in emergencies or planned disruption
The Callstream Solution
- Non-geographic numbering service and inbound calls managed in the virtual network to increase telephony capacity
- Fax to email facility automatically converts faxed enquiries to pdf format and emails file to the helpdesk
- Network based call recording digitally captures each call for review and scoring. Bespoke web tool allows users to replay calls, score against pre-set criteria and report results for each representative
- Remote disaster recovery solution immediately transfers hundreds of non-geographic numbers to a different location, keeping all call menu options and call recording operational
The Results
All calls are professionally answered and queued, no matter how many are received at peak times. Printed faxes are a thing of the past, increasing traceability and reducing waste. Helpdesk personnel are rewarded based on scored results and specific training provided to improve performance. Disaster Recovery ensures the operation continues in safe hands in an emergency or planned business interruption.
“Callstream have reduced our reliance on in-house telephony hardware, and improved our customer service operation.” IT Director, Staples Advantage
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