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Slater & Gordon Lawyers

Slater & Gordon Lawyers’ Manchester-based contact center needed a way to proactively utilize information gathered from its phone-based interactions. They pride themselves on results and performance measurement, and required a quality monitoring system that would provide easy access to calls for agent training and development purposes.

Contact Center Manager Andrea Murphy researched and evaluated the top communications providers and determined that Mitel’s solutions were the most elegant. She said Mitel has empowered the company’s contact center agents, giving them workforce autonomy by allowing them to search for their own calls, add notes to call and share good experiences.

Now, agents have the ability to share calls, learn from each other and engage in self-development. New employees are benefiting from Mitel’s system as a training tool—listening to historic calls to and building their confidence. Using the playback feature has also improved agent accountability.

“If you miss something from a call, you can easily go back and listen to it,” said Contact Center Agent Jessica Milne. “As an agent, I’ve been empowered to access my own call recordings. This is something I didn’t have before, and it has greatly enhanced my role.”

    Goals
    • Legacy system with very limited functionality
    • Access issues around call retrieval and playback
    • Difficulty using calls for training and development
    • Technology created daily barriers to efficiency
    • Desire to better manage client relationships, improve collaboration and boost marketing effectiveness
    Results
    • Enhanced customer service and quality control
    • Efficient call access and identification
    • Expanded services and enriched marketing value
    • Improved productivity and employee satisfaction

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