Solution
VoIP call centre Solution with VOIP, MI reporting, call recording
Location
Doncaster
LA Fitness has 88 clubs and over a quarter of a million members all over the UK driven from large call centre/ head office in Doncatser.
LA Fitness recognised that its call and contact centre agents are often the first impression a member/prospective member will experience of the organisation. As such it needed to ensure the caller received the highest professional customer service possible. This can only be achieved with the correct tools in place.
IDS ensured that LA Fitness not only received what they required but were able to guarantee future proofing with a managed service approach.
All members of staff where trained prior to the system implementation and full installation and commissioning was completed over one single weekend as there needed to be no downtime or disruption to the business.
The following solution and applications ensured LA Fitness was a truly happy customer:
• Mitel 5000 Series - delivering mix of digital, IP and analogue ports to a variety of devices.
• MI reporting – Market leading computer telephony integration software delivering comprehensive real-time and historical statistics and reporting.
• Call Recording – 60 channel call recording solution was supplied to allow for comprehensive call tracking and playback to enhance training and customer service levels.
• CTI Integration – enabling fast transfer of calls for users via an intuitive graphical user interface.
Statistics have proven that since the installation of the system the average lost call ratio is down from 35% to below 5% on a daily basis. The average call waiting time is also down from approx 30 mins to approx 3-4 mins.
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