Reseller DeTeWe has announced that it has secured a major new contract with Baxi, the UK’s leading heating specialist, to install a new Automatic Call Distributor (ACD) system from Concerto Software. The solution will support from 160 agents in Baxi’s customer service centre in Warwick offering reliability, increased agent efficiency and a unified platform which will, over time, provide consistent customer service across all of Baxi’s UK sites.
Heateam is the UK’s largest heating service force and its contact centre in Warwick deals with 3,000 calls a day, offering nationwide customer service and technical support.
DeTeWe’s solution which includes Concerto’s Spectrum ACD, used in conjunction with other applications including TISL voice recording, Qmax workforce optimisation software and Rostrvm predictive dialling, will form the cornerstone of the technology platform supporting Baxi’s UK-wide customer services operation.
“As our business is very seasonal, we experience sudden increases in call volumes which, as they’re dependent upon the weather, are very difficult to predict. We therefore needed to have a very flexible solution that consistently provides maximum possible system availability,” said Simon Mould, Call Centre and Support Services manager for Heateam. “DeTeWe’s solution delivers the flexibility this requires. It also provides tangible improvements to our ability to manage the customer information we gather, while ensuring greater efficiency for contact centre operatives. Critically, all this establishes a unified platform which will ensure we provide consistent customer service across all of our UK sites.”
DeTeWe say that the flexibility offered by Concerto’s Spectrum ACD means that any Baxi employee with access to the company network and a standard telephone line can be logged-in as a call centre agent, allowing Baxi to operate both home-based and remote agents at any of their other sites, irrespective of the type of telephone system used in those locations, with full control as if the agent was sat in the contact centre at Warwick.
“We have been working with DeTeWe as a technology partner for a number of years and we’re entirely confident that the solution it has implemented is the right one for our business, both now and well into the future. The main differentiator between DeTeWe and its competitors was the genuinely consultative approach that DeTeWe applied, as well as a very clear ROI to back-up its recommendations,” added Mould.