Challenge

In 2019, the Salvation Army engaged Newtech Solutions to assist in establishing three new call centres. Our initial consultations with them revealed their deep frustration with their current call flows. The system they had at the time was not directing and handling calls as they expected and required.

Solution

We forensically dissected the old telephony system that was in place, and discovered redundant legacy settings that were interfering with day-to-day call flow. We worked closely with their team to fully understand their business needs and the importance of getting call flow right. Based on our in-depth conversations, we designed a call flow system perfectly customised to their requirements.

We designed and ran a comprehensive training program for end users of the call centre console and phones, as well as the admin team. Soon enough, three new call centres grew to seven, with nine auto attendants also added. Finally, calls flowed as the Salvation Army had envisaged when we first spoke. Staff were happy, and customers were no longer experiencing the frustration of getting lost in the telephony system.

Outcome

Over 12 months, we supported the team from design to implementation, always there to consult and adjust to their needs (including adding further call centres). We also backed up our comprehensive overhaul of their telephony system by equipping them with the Tollring iCall suite reporting application, so they would receive detailed, customised reports on their call centres and whole business.

Challenge

Newtech Solutions were engaged to scope, configure and deploy a new telephony system for the NSW Business Chambers, and support implementation with training. This was a large project, spanning multiple sites all over Australia, and approximately 600 employees. The project also came with a tight deadline, as any delays would have resulted in large overhead costs to the business for keeping operations going by maintaining the old infrastructure.

Solution

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.

Outcome

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.