The Challenge
QTC faced a significant visibility gap in their communications, which Comtel was tasked with bridging. With successful productions being staged year in, year out, the backend performance of their internal systems was not hitting the same standard of performance. The root cause of this issue can be attributed to a couple of significant factors:
- Inadequate Data: The QTC team didn’t have the statistics they needed to make informed staffing decisions
- Resolution Blind Spots: Without a tracked customer service process, the company had no way to evaluate the efficacy of their call resolution
Faced with an ongoing countdown to a new season subscription campaign, QTC required a robust communication system able to handle a significant influx of calls and cases without missing a beat. Their wish list for Comtel revolved around modernising their operations:
- A unified telephony solution for all staff members
- A dedicated contact centre specifically for managing subscriber relations
- Comprehensive analytics reporting on call answer times, durations, and most importantly, subscription outcomes
Comtel’s Solution
Comtel designed and deployed a sophisticated communication suite tailored to QTC’s unique workflow, housed within a private cloud platform. The tech stack can be broken into three elements, all working together to support QTC’s organisational needs:
- Mitel OpenScape Business: A versatile platform providing enterprise-grade voice and UC features.
- myAgent Capabilities: Integrated contact centre functionality to empower agents with real-time tools.
- Private Cloud Environment: Ensuring maximum security, reliability, and accessibility without the overhead of on-premise hardware management.
By unifying these different aspects into one comprehensive system, Comtel enabled QTC to face the new production season with the tools, tracking points, and infrastructure required. Staff can now handle calls promptly, resolve issues, and close off each case with a clear record of how the problems were resolved.
The Result
Comtel’s choice to move QTC’s platform onto a private cloud-hosted Mitel solution transformed subscriber engagement from a guessing game into a data-driven process. With new reporting capabilities, management can now analyse call volume and hold times to ensure the best number of agents are available during peak periods.
By linking call durations to subscription outcomes, QTC gained a clearer picture of their campaign's success. Comtel implemented their solution on schedule, ensuring the new system was fully operational for the launch of QTC’s critical New Season Subscription Campaign.
The complexity is handled by the technology — allowing QTC staff to focus on what matters: delivering an outstanding customer experience.
QTC chose Comtel not just for the technology, but for the opportunity of a long-term partnership offering industry-leading support and infrastructure. Comtel continues to provide ongoing support, ensuring QTC’s systems are tuned to meet their KPI’s. QTC can enter a new production season confident in the knowledge that their communication network is ready for the spotlight.
See Comtel’s full range of network communications solutions.
