Case Study
Telecoms & IT Solutions Increase Business Productivity
Sector: Travel Agent
Location:
Offices in both Manchester, UK and Pakistan
Product: Aspire Call Centre Platform
Number of staff: 20+
Royal Travel are a Manchester based travel agent with offices in the UK and Pakistan.
Aspire helped to:
▲ Improve employee performance
▲ Boost customer services through effective software functionality
▲ Lifetime call recording storage for maximum security and data compliance
▲ Excellent secured remote working conditions for their employees
The problem
Royal Travel were finding it increasingly difficult to maintain efficient business communication between their offices whilst also getting real-time insights into their employees performance. They needed to improve their business performance and employee management within a specific budget.
Aspire solution
Aspire advised Royal Travel that they required the functionality of our Aspire Contact Centre Platform for their Pakistan based Contact Centre to provide inbound and outbound call handling, IVRs, call recording, time of day routing and employee performance reporting.
A Cloud based VoIP PBX was also required for their UK offices to make and receive calls from any location. Interoperability between the Contact Centre in Pakistan and UK Staff was required. This enabled the smooth transferring of customer calls between the different office locations, resulting in a greatly improved customer experience.
As the monitoring of staff was essential to manage their business efficiently, the expert Aspire IT team advised that a custom built wallboard was required, and that it could be displayed at the customer’s office and show live status of each member of staff in the Contact Centre along with their performance statistics.
Outcome
The Aspire Contact Centre Platform (ACCP) provided the client with:
▲ A secure VoIP based calling system
▲ Improved employee performance
▲ Boost customer services through effective software functionality
▲ Lifetime call recording storage for maximum security and data compliance
▲ Excellent secured remote working conditions for their employees
▲ Track key metrics for the team
Aspire IT ensured that Royal Travel could operate more efficiently, securely, and cost effectively whilst also significantly improving the manageability of their employees. The team at Aspire look forward to building a strong partnership with them.
"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