“Calls at Aerial are handled in 42 seconds, with the IVR handling 42% of all calls and only 4 agents now required in the call center at any one-time, creating annual budget savings of AUS$1.2 million.” Mark Bramston, Managing Director, Aerial Capital Group
Aerial Capital Group is an Australian transport logistics company operating the capital city of Canberra’s largest fleet of passenger vehicles including hire-cars, taxis and shuttle buses. Aerial also provides associated specialist transport services to support owners, operators and drivers.
Missed calls and therefore missed work opportunities were around 15,000 per month on average and customers were being kept on hold for too long when trying to book a taxi – a quicker, more efficient way of handling incoming calls was needed to drive the business forward and drastically improve customer service.
A Contact Center solution that could handle the high call volumes at peak times, which could mean a 400% increase in calls over normal levels and one that could reduce operational costs was deemed essential.}
Solution components: MiVoice MX-ONE, MiContact Center Enterprise
- Customer recognizes annual savings of AUS $1.2 million
- Incoming booking now arranged in 42 seconds – greatly improving customer service at both normal and peak times
- 4 agents now needed instead of up to 60 with the IVR now handling 42% of all incoming calls
- The openness and flexibility of MiContact Center Enterprise allowed the customer to develop their own application for smart phones to further enhance customer service and reduce the time taken to book a taxi
The new Mitel solution provides intelligent skills-based routing ensuring that incoming bookings are promptly handled by the right people, whether the bookings are via voice, email, SMS, web chat – in fact, however the customers choose to make contact, Aerial can handle it.
“MiContact Center Enterprise automation captured 75% of all calls on the first day of installation. The flexibility of Mitel enabled Aerial to double the size of its database to include local idioms and common use language to adjust our IVR to accommodate ‘natural language’ for place names and locations. For example, Canberrans are in the habit of just saying “the House” for Parliament House. As a result, greatly improved call handling response times were achieved and significantly faster turnarounds across all call traffic periods.”
Learn more about MiVoice MX-ONE
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