Customer service has been improved at the City of Vincent thanks to the introduction of a new call centre.
In October, Vincent trialled a new call centre telephone system for customer service team which provided better reporting metrics to measure how its call centre was doing.
A month later, Vincent transitioned to Microsoft Teams and upgraded the call centre telephony to Landis which integrated well with the Teams environment and gave even more real time data on how the customer service team were going.
Landis enabled better reporting on call volume, agent performance, call diversions and barge calling.
Vincent CEO David MacLennan said better reporting in the new call centre system gave officers lots of rich information and helped to improve training techniques.
The switch to Microsoft Teams has resulted in better phone service and staff being able to chat and hold online meetings wherever they have internet connection.
Mr MacLennan said Teams served as a “one-stop shop” for staff as they could utilise different functions via the app on their computer and mobiles.
“Since transitioning to Microsoft Teams, our staff have enjoyed making good quality calls, quick chats with their team members and colleagues and hold internal and external online meetings all in one place,” he said.
