Contact centres which are using a VoIP-enabled system and broadband to allow their staff to work at home are reaping the benefits, especially during wintry conditions.

Canterbury City Council is one case in point, having improved its overall productivity, at a crucial time for local authorities, by homeworking. It has embarked on a phased replacement of its PBX, starting with a VoIP-enabled system for the contact centre, to gain multi-channel ACD functionality. It has achieved this with rostrvm CallDirectorACD inbound contact management software and rostrvm CallGuide on the desktop, with process management functions.

Cathy Eastwood, Customer Services Manager, explains, “The Contact Centre needed to maintain call-handling efficiency at all times but also wanted to provide staff, who work in shifts, with a sensible work/life balance. Controlling costs, of course, was vital.

“The Rostrvm team demonstrated a sound understanding of the requirements of local councils and how we could deliver results within our budget. rostrvm CallDirector ACD met our needs and integrated well with our CRM system. The majority of our 47 staff are now set up to work from home, 20 doing so on a regular basis, and two working permanently from home. This has produced a very positive outcome in terms of improved productivity, efficiency and motivation.”

Homeworking has meant that Canterbury City Council can quickly scale up the operation with the existing workforce during peak periods, without the need to provide additional accommodation and equipment at the office-based location.

Cathy adds, “The Rostrvm team took time to understand our needs and quickly entered into a customer-focussed relationship with us. The sales and support teams proactively assisted us with training and supporting the Canterbury City Council staff while they developed their skills on the technical and system administration aspects.”