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The Brief:
Webworks, is inbound call centre operation supporting one of the largest Internet retailers of online music, games, DVD’s, digital cameras and electronic gadgetry. The growth of the company through the massive growth in online trading has also generated a need for substantial back-office support and administration.
Entropie was invited to propose a communications solution based on the state-of-the-art callcentre hardware and technology. The company liaised with architects and fitters to integrate the voice and data cabling infrastructure within a brand new office superstructure.
The Solution:
Entropie made numerous visits to the Webworks’ site on the Cambridge Technology Park in order to advise on the most appropriate solution to the client’s needs. As a growing concern, Webworks sought a scalable solution that would grow with them in years to come. The recommended hardware was an Inter-Tel Axxess system with 130 extensions. The call centre technology proposed allows the most effective handling of customer orders, enquiries and a customer support helpline - giving the customer the best possible calling experience. Webworks realised the need to implement new technologies to increase efficiency of their inbound call centre. The Inter-Tel Axxess system was chosen as it provided a complete solution reducing costs and increasing efficiency without a prohibitive initial investment. As part of the package, Entropie arranged for two key employees of Webworks to visit the Inter-Tel Europe HQ for a training course to encourage more effective use of the programming apabilities of the system and maximise the utilisation of the benefits of the technology.
The Result:
This large-scale project was delivered on schedule and within budget. Since installing the Axxess system has vastly increased productivity of its telesales agents. As the company continues to grow the operation has now within 12 months over 200 extensions with more plans for growth around the Inter-Tel platform.
‘The Inter-Tel Axxess system was integrated with Callview software enabling Webworks to run precise reports and allow an increase in staff productivity and more efficient call management’
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