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1st Contact Case Study
Business Challenge:
• High levels of customer service required
• New central head office
• Large call centre (requiring real time monitoring)
• Highly competitive market place
Communication Solutions:
• Mitel 3300 ICP
• Contact centre
• Call routing and data connectivity
• Advance voicemail and unified messaging
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Altogether Better Results:
• Significant cost reduction through reduced need for third party call centre
• Average 25% call savings
• Real time monitoring of contact centre and personnel activity
• Great customer service
• Tracking of customers through contact centre process
• Expected ROI within eighteen months
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Moving to a new head office
“ 1st Contact has grown significantly over the years and our success has
been born out of commitment to customer service and exceeding our
customer expectations. Telinet have partnered with us for as long as they
have as they share the same vision and business ethics and I see this
continuing well into the future.”
Brendon Voogt
Operations Director
1st Contact is one of the leading financial and business service providers in the UK,
specialising in assisting expatriates and British professionals. When Telinet first started
working with 1st Contact they had three sites around London, with an INDeX in each with
a central auto attendant. This was answering phones for all of the sites, and passing on the
calls as appropriate.
When they decided to move to a new head office, consolidating 180 people from three sites
into one site, Telinet provided 1st Contact with a Mitel 3300 ICP with a call centre, with 120
seats. There is real time monitoring software, advanced voicemail providing recording of
calls and unified messaging.
Smooth implementation
Originally there was a high call abandon rate;
however, using the report tools it was possible to see
what times these occurred, to allow staffing levels to
be corrected to prevent this.
In addition for the management team unified
messaging is available, as well as teleworking, giving
greater flexibility.
Initially 1st Contact did not have any of these tools
available to them, and as the majority of their
business comes from phone calls it has enabled them
to greatly improve the customer service.
Return on investment on the project is expected to
be delivered within eighteen months due to the
reduction on the reliance of outsourcing required from
the call centre. In addition significant savings have
been made through Telinet handling the call routing.
Millions of calls from antipodeans
"Telinet's work with 1st Contact is a great
example of where listening and understanding a
customer's specific business drivers has resulted
in a bespoke communications solution."
Matthew Lambert
Telinet Sales & Marketing Director
Providing accounting and travel services, international money transfers, loans, CV and job
assistance, UK property management and visa support, 1st Contact handles millions of
calls each year – most of which the business had no way of tracking. Previously, when a
call came into the business, it was often difficult to track efficiently the outcome of clients’
enquiries. This made it nearly impossible to understand fully how clients were being
assisted or supported.
Customer satisfaction is of prime importance to 1st Contact, as the business provides
information to its customers, rather than a tangible product. As a result it is imperative
customer calls are dealt with efficiently.
The INDeX was not able to cope with the level of information the management team
wanted to have and the company wanted to implement IP technology to be able to support
remote workers and improve the service levels through the call centre technology.
Contact centre solution
Telinet proposed the Mitel 3300 with the Contact Centre Solution. In order to make sure
this was the right solution, Telinet held two demonstration days, for 1st Contact's IT staff
and others, including the Managing Director. It was confirmed through the demonstration
days that the range of functionality available through this sytem was applicable to the
needs of 1st Contact and its customers.
In order to make sure there was not any down time and to help the company’s office move
run smoothly it was decided the roll out would be done in two phases. In the 1st phase the
three offices were bought into one office with a single INDeX. Initially the Mitel system was
going to be rolled out across the business over six months. However, following the
success of Telinet’s work in the initial transfer it was decided the call centre would be
implemented straight away. Originally the call centre was going to be given to twenty
people, but as a result of the success it was decided the technology was going to be given
to 120 staff at once, so the comprehensive information provided by the system could be
utilised straight away.
Telinet brought a complete understanding of the Mitel product, allowing it to advise on the
most suitable configuration and its engineering skills meant the installation went smoothly
and ahead of schedule, allowing 1st Contact to dramatically improve customer service
from the outset.
1st Contact says:
We have been in partnership with Telinet since 1997 and
we currently utilise their whole portfolio.
Initially Telinet took over the maintenance contract for our
legacy telephone system in our Piccadilly offices through
consultation with Matthew Lambert.
Over the years Matthew has developed the relationship by
taking over our Fulham, West Kensington and Victoria
offices for system maintenance, BT line rental and call
routing.
The process of migrating to a fully IP solution was taken
very seriously and involved multiple demonstrations of
vendor equipment courtesy of Telinet. It ultimately came
down to the professional approach Telinet could bring 1st
Contact and their platinum accreditation from Mitel and the
superior level of functionality the 3300 platform provides.
The roll out was a complete success and we now have a
high level of real time reporting and management
information that is going to bring in substantial financial
rewards in a very short timescale.
1st Contact has grown significantly over the years and our
success has been born out of commitment to customer
service and exceeding our customer expectations. Telinet
have partnered with us for as long as they have as they
share the same vision and business ethics and I see this
continuing well into the future.
In summary we demand cost effective and reliable
communication solutions to drive our business forward and
Telinet provide that service.
Brendon Voogt
Operations Director
Download the case study in PDF
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Telephone Systems
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IT Services
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