We ran workshops with key stakeholders from call centres and business units that required customised setups for their team’s telephony systems. From these, we designed customised forms to collect information from managers about their needs, while minimising demands on their time, and disruption to operations. Managers and relevant stakeholder had one-on-one workshops to discuss their needs, challenges and telephony practices.
Based on the information gathered, we designed workflows that best matched the telephony system’s functions with the team’s needs. With the design perfected, call centres were set up and teams were able to test the functionality before the system went live. We worked intensely to set up all the employees on soft phones, configure about 60 call centres, and meet ad hoc requirements, to meet the deadline. We also provided training, which was designed and delivered differently to specific groups of users with different needs.
Due to extensive planning and testing, the ‘go live’ period went incredibly smoothly and met the tight deadline. We continued to support the NSW Business Chambers staff through the entire deployment period, by providing them with direct access to our staff to resolve any questions or issues immediately.