About Action 365.
Action 365 is a family-owned and managed business. It offers a selection of accident management services and insurance policies to brokers, insurance intermediaries and their customers.
Founded just before the turn of this century, the company has grown rapidly, thanks to its reputation for efficiency, top customer service and an ability to reduce the stress experienced by clients.
To remain so competitive, Action 365 prides itself on the high level of service it offers to its broker and insurance clients.
Unfortunately, an ageing and temperamental telephone system was a potential threat to the company’s impressive reputation, giving Action 365’s staff limited support – and its management a big headache.
Action 365 asked Wavenet to complete a seamless transition from an outdated, unreliable and poorly-supported call centre system into one which would meet the current and future needs of Action 365 and its many clients.
Call Centre Manager, Sally Knight explained:
“Our old system offered no potential for expansion and just didn’t give us the kind of detailed management information that we need to run an efficient call centre. It was time for a change.”
First, the old equipment was removed and sub-standard cabling was replaced or enhanced as necessary; then the new Mitel system was installed, including around 70 new IP phones which were linked seamlessly with PCs, enabling the functionality of the system to become “live”.
Some of the new time-saving features included an intuitive PC interface and advanced on-screen call and speed-dial controls, call history and missed-call tracking – not to mention colleague status viewers, ‘do not disturb’ commands and the ability to personalise the screen interface.
Return on investment.
Full reporting and business intelligence: Callview is one of the most flexible, powerful reporting systems for call centre operations. Teamed with the Xarios Phone Manager application, it provides an almost endless choice of reporting functions, enabling a call centre manager to focus on specific performance indicators, select reporting frequency and parameters, identify strengths and weaknesses and ultimately improve the performance of the entire call centre operation.
“I love the new reporting package! I now have access to real-time displays and can prioritise calls according to staff availability. This reporting system has exceeded my expectations – it is extremely user-friendly, meaning that I can tailor the frequency and content of the information according to my needs. The system has definitely enabled us to meet our clients’ needs even more efficiently than before.”
Wavenet had a further opportunity to prove its commitment to Action365. It established a post-installation help desk, providing solutions to software or operational queries about the new system. The team also averted a technical issue involving Action Claims’ existing servers.
It was vital that the installation of the new system would not disrupt the availability or efficiency of Action 365’s call centre staff either during or after the changeover.
Just like Action 365, the Wavenet team is dedicated to meeting client needs and planned the installation with almost military precision over a single weekend.
It was Wavenet’s understanding of the business, extensive product knowledge and a sophisticated new Mitel 5000 telecoms system – without a sophisticated price – that won through.
“I am more than delighted with both the system and the service we have received from Wavenet. The company’s ethos reflects our own and I cannot fault their performance throughout our business dealings. We were looking for the right system, but it was also very important to us that we felt totally confident in our supplier. We were completely reassured by the Wavenet technicians’ knowledge and experience, and their willingness to respond so quickly to our initial queries and follow-up questions. And, of course, we were excited by the functionality promised by the new system, and happy with what was a very reasonable price.”
– Sally Knight, Call Centre Manager, Action 365