IT & Telecoms That Boost Business Performance
How Aspire IT connected Royal Travel's UK and Pakistan offices with a unified contact centre platform — improving agent performance, customer experience and management visibility, all within budget.
The Problem
Royal Travel — a Manchester-based travel agent with offices in the UK and Pakistan — were struggling to maintain efficient business communication between sites, and they needed real-time visibility of agent performance to manage effectively.
They needed to improve business performance and employee management within a specific budget — no blank-cheque solutions.
Our Solution
We deployed our Apex Contact Centre Platform for the Pakistan-based contact centre — inbound and outbound call handling, IVRs, call recording, time-of-day routing and performance reporting.
For the UK offices we built out a cloud-based VoIP PBX, with full interoperability between the two countries. Customer calls could be transferred seamlessly between Pakistan and UK staff — a dramatic upgrade to the customer experience.
For management, we built a custom wallboard displayed in the customer's office showing live status of each contact-centre agent alongside their performance statistics.
The Outcome
What Royal Travel got from the rollout.
Secure VoIP calling
A modern, secure calling platform spanning both office locations.
Better agent performance
Live data and historical reporting helped managers coach the team for measurable improvements.
Boosted customer service
Faster handling, smarter routing and seamless handoffs between offices.
Lifetime call recording
Full retention for security, dispute resolution and data compliance.
Secure remote working
Staff can work productively from any location with the same security posture.
Live performance wallboard
A custom dashboard so managers can see agent status and KPIs in real time.
"Aspire have been perfect for us in our transition to a multi-office environment. They have provided the stability and functionality we require at a fraction of the cost compared to other providers."
Waseem Majid · Director, Royal Travel
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