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Slater & Gordon Lawyers

Slater & Gordon Lawyers’ Manchester-based contact centre needed a way to proactively utilise 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.

Andrea Murphy, Slater & Gordon Lawyers’ contact centre manager, researched and evaluated the top contenders, determining Mitel’s to be the most elegant recorder she assessed. Mitel has empowered the company’s contact centre 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,” according to Jessica Milne, a Slater & Gordon Lawyers contact centre agent. “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.”

    • 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
    • Enhanced customer service and quality control
    • Efficient call access and identification
    • Expanded services and enriched marketing value
    • Improved productivity and employee satisfaction

Hitta den perfekta lösningen för ditt företag

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