Travis Perkins are a well known nationwide chain who have been supplying the Building and Construction trades for more than 200 years, operating more than 20 businesses across the UK and owning 19 product brands.
The Challenge
Travis Perkins HR and and Payroll departments service 28,000 staff throughout the UK and needed a contact centre solution providing a single point of contact with automated distribution of calls to all HR/Payroll agents, and incorporating call recording. Travis Perkins also required access to live queueing times and reporting functionality.
The Solution
X-on supplied Travis Perkins with PhonePresence Call Centre, which has all the advanced features and functionality required to operate a high capacity contact centre, including live call monitoring, extended call recording and inclusive minutes for outbound calls.
Travis Perkins Says
"We have found the service to be very easy to understand. The reports produced by the system helped us to create a model which has led to the introduction of a temporary menu which is used during peak times allowing our agents to deal with a higher influx of calls on certain days. This has led to a reduction in abandoned calls from 30% to less than 5% which is a massive improvement.
"The flexibility of the PhonePresence system is great - in particular the self-record prompt feature has allowed us to deal pro-actively with various situations by updating the information messages on the service as required, thereby negating the need for callers to wait to speak to a member of the department.
"The service is easy and efficient and is excellent value for money. We have had excellent support from X-on; queries and issues are responded to in a timely manner with the highest level of expertise. I have already recommended X-on to other areas in our business."
Caroline Evans
Head of Service Delivery
Travis Perkins
www.travisperkins.co.uk
Call Sales on 0333 332 0000 for more information on Contact Centre Technology.
