Locallife * is an established network of 324 local website directories that provides links and contact details to more than two million UK businesses. The company employs 85 people and takes on franchisees who grow the business in local areas.
To help franchisees increase their sales, Locallife decided to set up a centralised, outbound call centre at its new offices in Wolverhampton. Working on the behalf of franchisees, full-time Locallife agents call local businesses to set up face-to-face meetings. The success of this new service depends on a reliable, cost-effective communications infrastructure. The company evaluated technologies available in the marketplace with support from trusted partner Midland Telecom.
Nortel partner Midland Telecom recommended a solution based on the Nortel Business Communications Manager 50 . The new system was deployed seamlessly at two large offices in Wolverhampton in December 2007 and now supports 35 agents at the site.
Soon, the system will be upgraded to Business Communications Manager 400 and the existing Business Communications Manager 50 will be used to create a new contact centre for direct sales at the company's offices in South End.
RESULTS & BENEFITS
- Better reporting on agent activity , which drives productivity and enables accurate franchisee billing
- Excellent system availability and reliability , which minimises the risk of costly downtime at the contact centre
- Future proof infrastructure , capable of supporting rapid expansion of the business in the UK and USA