Call Centre Design & Setup Project
The client wanted Vibrant to setup and install a network and complete call centre with ACD agents and Wall Board setup.
The Task
Our Walsall based client reached out for us to help them design and install a call centre in their brand new building. The purpose of our client's call centre was to contact existing customers to offer mobile phone upgrades.
We were tasked with designing and installing a brand new IT infrastructure for their new building. They also required someone to carry out the network installation of their tech. Working alongside a team of qualified designers and builders, we ensured the tech we supplied and installed fulfilled exact what they needed for their new call centre.
The team at Vibrant got to work immediately, designing the server network, the office layout and call centre telephone systems. After the initial planning was completed, our team of experienced technicians carried out the cabling and electrical wiring to complete this installation! This fantastic result is a perfect example of our end to end solution capabilities.
The Tech:
- HP ProLiant Servers
- HP Pro Curve Switches with Power Over Ethernet
- APC UPS
- Microsoft Small Business Server 2011
- Lenovo and Fujitsu Desktop PCs with SSDs with Windows 7 Pro
- Microsoft office 2010
- Trend Micro Worry free Small Business Edition
- Cyberoam Firewall
- NEC Telephone system SV8100 with 20 users, call centre
- Wall board NEC Call Centre Software
- Fujitsu Call Recording Server
- Sales force CRM with integration in to NEC telephone system
Phase One
We tested all of the CAT 5 network points to ensure they were enabled and working seamlessly! Once this was done we installed the server and network switches and created domain for the network users. We also implemented a Trend Micro Anti-Virus and Cyberoam Firewall to protect the network and monitor internet usage.
Phase Two
We implemented the telephone system, setup the PBX users with a call manager and consoles to integrate with PCs and telephone systems. This allows for telephone monitoring and features such as screen pop and one click dial.
We tested all of the CAT 5 network points to ensure they were enabled and working seamlessly! Once this was done we installed the server and network switches and created domain for the network users. We also implemented a Trend Micro Anti-Virus and Cyberoam Firewall to protect the network and monitor internet usage.
Phase Two
We implemented the telephone system, setup the PBX users with a call manager and consoles to integrate with PCs and telephone systems. This allows for telephone monitoring and features such as screen pop and one click dial.
Phase Three
Phase three was focused on the sales force integration. We integrated sales force within the telephone system allowing the operators to update CRM records for a client and use the click and dial functionality. The CRM was important as it catalogued the telephone numbers and records of the clients and call recorded the calls on the system to become PCI compliant with the NEC system. The sales force also used screen pop to allow operators to identify incoming calls into the centre.
Phase three was focused on the sales force integration. We integrated sales force within the telephone system allowing the operators to update CRM records for a client and use the click and dial functionality. The CRM was important as it catalogued the telephone numbers and records of the clients and call recorded the calls on the system to become PCI compliant with the NEC system. The sales force also used screen pop to allow operators to identify incoming calls into the centre.
The Result
The organisation had never used a call centre before to generate sales, meaning we supported the development of a new area of the business, which is now successfully running. Our client is now selling hundreds of mobile phone contracts thanks to the work we completed for them!
The organisation diversified into a completely new area, which also resulted in the creation of 20 new jobs, with the call centre currently running shifts 6 days a week.
For more information on this type of project, or if you would like to discuss you network or call centre installation please feel free to
contact us or call us on
(01922) 612387.
