R&T Tours arranges soccer holidays for amateur clubs and schools around the UK. A family business operating since 1974, the company has grown steadily over the years to meet an increasing demand for its tours.
In the face of rapid growth, R&T's existing telephone system was struggling to cope with the volume of customer calls. During busy times, all phones would often ring at once, with staff trying their best to answer calls as quickly as possible. However, this sometimes meant cutting conversations a bit short.
To solve this problem, R&T Tours sought a better telephone system that would help substantially improve customer contact.
Nortel and BT provided an affordable digital platform with sophisticated contact centre functionality built in, based on Nortel's Business Communications Manager 50 . Also installed are Nortel Business Series Terminal T7316E handsets, and wireless headsets provided by BT for operational flexibility. A series of BT ISDN2e high-performance voice and data connections provides high quality digital telephone lines.
RESULTS & BENEFITS
- Significant improvements in the speed and efficiency of responses to callers
- A built-in auto attendant function that welcomes callers during busy times, offering a choice of options for leaving a message or holding until a member of staff is free
or holding until a member of staff is free