After achieving major efficiencies and cost reductions, agency extends Telax to other business units
After signing an initial agreement in 2007, a major Canadian government agency this week decided to increase their Telax Hosted Call Center deployment, more than doubling their seat count. The expansion will see more of the agency’s internal departments utilise the Telax Hosted Call Center solution.
The agency initially leveraged Telax to introduce skills-based call routing to a division handling millions of calls per year. Following the implementation, the agency experienced major gains in resource allocation and overall contact center efficiency, culminating in a savings of over forty agent hours per day since the agency began working with Telax. This month’s service expansion will see that number grow even higher.
“As we see with many of our government clients, once it’s clear that Telax is delivering cost savings and creating efficiencies in one business area, there is a desire to extend those benefits to other departments,” said Telax founder and CEO Mario Perez. “It’s something that will not only benefit the agency itself, but also their clients.”
The agency’s call volume required a reliable and robust infrastructure to route calls to appropriate agents. The significant size of the contact center within the government agency also means that seemingly small efficiencies have major impacts on the bottom line. The Telax solution also allows organizations in both public and private sectors to anticipate their clients’ need and make decisions accordingly through extensive reporting and call recording.
As did the departments that began using the Telax solution over four years ago, the new agency departments adopting Telax will have calls routed to their agents regardless of geography. Rather than force agents of a particular skill set to work in one physical location, managers will now experience the complete flexibility of a cloud-based solution.
About Telax Hosted Call Center:
Telax Hosted Call Center is North America’s leader in hosted call center solutions. Based in Toronto, Canada, Telax has been providing cloud-based business solutions to prominent public and private sector organizations since 1999. The simplicity delivered by Telax services enables clients like Best Buy, Northrop Grumman, Johnson & Johnson, CI Investments, the Globalive Group of Companies, Health Canada and the GSA, to reduce costs and improve efficiency, so that they can do more with their most critical resource: people. For more information, visit http://www.telax.com. For the latest Telax news, visit http://www.telax.com/category/news.
Tags: call center software, cloud computing, efficiency, government, hosted call center, public sector, skills-based routing, telax