CASE STUDY: Phoneta Ltd

Established in 1993, Phoneta is a market leader for business answering services across the UK. When you can’t answer your call, Phoneta can – 24 hours a day, 365 days a year.

The Challenge

Thanks to their success and rapid growth, Phoneta’s existing call handling system needed to be reviewed and optimised, in order to maintain their excellent levels of customer service and support future growth.

In a market where their staff are handling vital out of hours, emergency and overflow call handling services, the development and implementation of a robust, scalable and reliable system was paramount.

Our Solution

Developers from our technical practice team conducted a detailed needs analysis with the client in order to find out exactly what their existing and future requirements were.

Working collaboratively with the client we were able to discover what the ideal system would look like.

This collaborative and observational approach enabled us to translate these ideas into real world, achievable requirements, and meant we could quickly prove that the new system would meet the needs of the clients, resolve any current issues and allow for future growth.

Implementation

In consultation with the client, our inhouse development team made use of some existing technologies to speed up production, allowing Phoneta very quickly see real benefits. We combined this with bespoke components which targeted specific objectives of the project.

To meet one of the aims of the system (24/7 operation) the system had to be built with resilience in mind. The system was designed from the outset with redundancy and load balancing capability ensuring that it could handle heavy loads during busy periods and survive any rare incidents of infrastructure outage.

The system also integrated with Phoneta’s existing business telephone solution and their network of VOIP phones; providing a seamless link between our bespoke system and the phone on desk. Calls are received and detected by the system, which then guide the call taker through the call script. This allowed Phoneta to precisely control the level of service that they provide. The system records the details of the call, and, based on configurable logic, helps to manage the life of that case.

Each call Phoneta receive could be unique. As such, the system was built to cope with and maintain an audit trail of the interaction. It automatically presents the call taker with the next steps to follow in the life cycle of the case – be that sending a text to the client or paging an on-call specialist: the whole flow is managed taking the away the burden from the call taker.