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Call abandonment rates plummet with BT system

Case Study: Countrywide


BT helps transform customer service with dynamic call handling through a Unified Communications and Contact Centre solution.

Relocating business premises is rarely without challenges. But Countrywide Farmers turned their move to a new purpose-built HQ and contact centre into an opportunity to enhance customer service, both internally and externally, through a new communications infrastructure.

As a leading supplier of products and services to the rural community, Countrywide prides itself on being able to provide thorough advice to its customers, through a good understanding of the rural way of life and by training specific call operators in new and specialist product areas.

They needed a solution that could be easily deployed and managed, to enhance day to day operations as well as improve their contact centre flexibility and provide a platform for future expansion.

A fast moving business with seasonal peaks and troughs, the system needed to be able to react in ‘real time’ to deal with customer enquiries by dynamically routing calls to the best available agent. Previously any changes made to their inbound call routing required IT involvement, so a change to accommodate a seasonal spike in orders for example, could take several days to be implemented, with a knock on effect on customer service.

Expertise in Unified Communications.

BT’s position as a leading provider of Unified Communications solutions, underpinned by its reputation for combining technical expertise with skilled project management, were crucial factors in Countrywide Farmers’ decision to award them the contract.

BT’s Contact Centre solution provided call routing decisions from a system wide perspective, taking into consideration the available skills and resources across all sites before directing a call.

Capabilities such as dynamic call handling and voicemail announcements that are automatically updated based on a person’s Presence and calendar status have driven an improvement in employee productivity, increased individual efficiency and boosted staff morale.

Says Steve Bowen, Head of Customer Service: “BT created an integrated and flexible IT solution that supports our high standards in customer service. Delivering on time and on budget, BT ensured we moved to our new premises without interruption to our business.”



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