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The client’s story

This client is the largest RACQ approved driving school in Queensland, Australia. They have specialised in Brisbane driving lessons for fifteen years. They have qualified driving instructors all over Brisbane, Ipswich, Gold Coast, Caboolture, Toowoomba and the Sunshine Coast. Their team manage driving education courses, lessons (including mock driver tests), and bookings across South East Queensland, driver’s diary management and general customer enquiries. Driver Education courses, including basic and advanced driving skills are offered by the client. They have built a reputation of excellence amongst driving schools in South East Queensland with professional driving lessons at affordable prices.

The need

This client needed Inbound and Outbound support and administration services. Mindpearl provided this effectively and efficiently for the client, but as the services grew, (including services such as email, social media, payment processing, reporting and client communication), the client needed a solution that would include call statistics which were not provided through the client’s initial configuration. Mindpearl needed to implement a new solution providing call statistics and reporting.

Our solution

Mindpearl setup a Session Border Controller at our firewall that connects to the cloud PBX stations and then relays calls to our Avaya system. The Avaya system was then configured with call flow to provide the client with statistics, announcements and call recordings. In addition, agents were moved from softphones to the Avaya phones. This solution allowed the client to keep utilising their low cost phone lines, while enabling us to make effective changes to rosters, successfully manage the team, make further advances with Quality Assurance and to review any disputed information on a call that may have otherwise been lost.

Happy conclusion

Since enabling this solution, there has been a dramatic reduction in the lost call rate. The improved system set-up, allowed us to make successful changes that insured improvement to all aspects of the client’s call process and output. The client kept their low cost phone lines. We improved how the team was managed and created efficient roasters that assured a higher call quality. Our relationship with the client has gone from strength to strength and continues to grow successfully.

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