Find out more
For more information on our services and pricing please complete this form.
Phone Networks.
Industry: Manufacturing/Retail.
Introduction
Phone Networks are a rapid growth Mobile Phone distribution company, based in Blackburn, UK. Established in 2004, Phone Networks have fast become a driving force in delivering cost effective mobile phone contracts to UK consumers.
The challenges
The Phone Network generates a significant number of calls, directly from their call centres in the UK to Mobile customers across all the major networks. Making more than 100,000 calls per month from landline to mobile numbers generates a significant cost overhead. Phone networks wanted to find a way to cut mobile phone bills, increase productivity of the agents, and build a platform that will enable significant business growth.
"It is important for us to be able to communicate with our customers in a cost effective manner", commented Fazlur Khan, Managing Director, Phone Networks. "Our business is growing rapidly, therefore we need to manage the costs of all areas of growth, including our direct communications costs. It is just as important to our business that we ensure agent productivity, and quality, aswel as cost effective communication".
The solution
Atia Solutions installed a Swyx based communications platform at the headquarters in Blackburn. The solution was combined with a 3G Gateway, providing a direct link into the 3G network, and a number of bespoke applications for the call handlers. All systems were directly integrated into a customer workflow tool, to provide productivity gains at the agent level.
Atia built a bespoke application for the call handlers using HTML integrated into a customer soft phone. The application schedules the agent calls, improving productivity by up to 50%. The 3G gateway has cut the cost of mobile calls by over 50%.
In addition, Atia have installed Swyx Record Advanced, a bespoke call recording application that allows The Phone Network to record and monitor all calls. This tool alone has increased the level of completed deals by over 30%.
The results
"The result is improved productivity, greater knowledge of the customer at the user level, and a significant reduction in our call charges when calling mobile phones. As a result, our business has grown 10% in the first 2 months of 2009" Mr Khan continues.
The future
The system installed by Atia, has the capacity to grow and become the central hub for all our communications requirements. We expect to double in size over 2009, and add several further locations, possibly a location in India.
