M-Web, South Africa`s leading online service provider, has in conjunction with PQ Africa`s networking division, PQ Networks, implemented a new telephony platform in its call centres. Based on Nortel`s Symposium product range this implementation will see a move away from traditional automatic call distribution (ACD) routing, to skills-based routing, whereby a callers specific needs are matched to the service agent most suitably qualified to deal with it.
Using a combination of both standard and customised reporting tools, call centre managers are able to establish the correct mix between the needs of callers and the skills of agents, in a real time environment resulting in a more efficient utilisation of resources and improved service levels to the customer.
PQ Networks staggered the project roll-out over a period of two months installing 440 seats, with the intention of minimal disruption to clients and call centre staff. "The transition onto the new platform was completely seamless as far as our members were concerned, and this was a significant requirement in terms of the project as a whole. The initial results have been very encouraging and we are looking forward to even greater returns on our investment in the near future." comments Derek Hershaw, General Manager of Dial Services at M-Web.
Through understanding the capabilities of the call centre, managers at M-Web can respond more effectively to different conditions, adjusting workloads and workflow to provide better customer service and agent management. "We opted for Nortel`s Symposium call centre product as it best suited our dynamic business needs and PQ Africa`s networking division, PQ Networks, delivered the call centre solution quickly and effectively," concludes Hershaw.
The training of M-Web`s call centre staff has been facilitated by Nortel`s call centre experts from the United Kingdom. According to Greg Francis, sales executive at PQ Networks: "Without sufficient training, the product cannot be utilised to its full potential and we are confident that M-Web will benefit from the training and installation. In fact we have had requests from international organisations asking to visit M-Web`s call centres in Cape Town, as a showcase of a successful implementation."
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PQ Africa
PQ Africa is SA`s leading provider of competitive, innovative and flexible business solutions based on Information and Communication Technology ("ICT"). PQ Africa`s networking division, PQ Networks (PQN) has become the foremost network systems integrator and solutions provider in South Africa. PQN has established an enviable track record in providing world leading networking solutions encompassing both the wide and local area environs. This incorporates all aspects in the communication technology arena, from Telecommunications infrastructure and Virtual Private Networks to Internet technology and all the related services.
Through direct representation of the world`s top network product manufacturers PQN provides through effective sales and pre-sales qualification processes, the most appropriate technology and design to meet the customer`s business requirements. PQN is actively supplying competitive and innovative solutions to diverse industries such as finance, retail, insurance, telecommunications, manufacture, travel, utilities and government services.
With a support organisation employing spanning some 33 locations throughout Southern Africa, PQN have the capability to service and maintain the computer networks of companies in all market segments supporting differing geographical and service level requirements. This extensive support organisation and the sophisticated Customer Care Centre enable the outsourcing of network services, such as network management, network operations and maintenance, and bandwidth management.