The customers of the insurance company complained about the poor telephone accessibility. Eventually, the complaints caused displeasure among the staff and their superiors, who neither - nor could understand the cause for this matter. It became clear to everyone involved that only concrete measurements would bring clarity to the situation. The company contacted their supervising system house, who recommended the comprehensive analysis of UC-Analytics from aurenz.
After a quick installation and configuration of the UC-Analytics, which was carried out by aurenz by remote, the accessibility of the main switch board was measured. The result was then presented to the department via the dashboard. The amazing thing was that, according to the telephone analysis, the lost call rate was negligible. There were no peak-hours during the day and no particular waiting time. The department was relieved at first, but where did the complaints come from?
After further investigation of the telephone traffic, it was finally ascertained that the maximum number of available voice channels was significantly often in use, and the carrier could not put through any calls during these times. That meant that the calls did not even reach the PBX, and the company appeared to be not available.
The ICT department reported that a one-number service of the TC system (DISA function) had been used for some weeks. An external connection to the sales representatives’ mobile phones was initiated simultaneously for each incoming call. As a result, more voice channels were used than originally calculated – this was not taken into account when switching to the one-number service. With the reports from the UC-Analytics it could be determined exactly how many voice channels were needed - so the amount of voice channels could be adjusted.
Thanks to a monthly report, the ITC manager always has an overview of the utilization of voice channels. At the same time, the separate departments were provided with access to the dashboard, which allows them to keep an eye on their accessibility.
The logistic company complained about a low order situation. There had been increasing complaints from customers about poor telephone accessibility. Due to the overall situation, the employees were frustrated and dissatisfied.
The cause of the problem was not entirely clear. It was known that many calls were coming into the main switch board only to be put through to their contacts. Now one was starting to wonder: Are all voice channels in use? Are all employees having conversations? Is the call-routing set effectively?
By measuring the call volume in individual groups, the call routing could be optimized and additional drop groups set up. Calls would be routed directly to the departments and no longer through the main switch board. In that way the switch board could be free for new customers. The comfortable operating of the Swyx Edition also allows group members to log in and out as needed. The analyses showed that not enough voice channels were at hand, and the company could reserve more voice channels in order to ensure accessibility.
Especially in the highly competitive service industry telephone accessibility is essential. A lost call could mean - a lost customer. The towing service was losing sales due to poor telephone accessibility.
After using the aurenz UC-Analytics, the company was able to evaluate the exact number of lost calls. The accessibility analysis showed very quickly when most calls were lost: at lunchtime. After optimizing the resource planning, by introducing lunch breaks in shifts, and hiring a part-time employee, these peak-hours could easily be handled. Due to the well-arranged presentation on the dashboard, the telephone accessibility is always kept in view, and the management can initiate countermeasures immediately if necessary.