BT is the major provider of telecommunications networks and services in the UK. Its Northampton based facility houses the Security Control Centre (SCC) that supervises worldwide BT security and alarm systems.
It’s here that key BT building access is managed, potential criminal activity is detected, investigations are co-ordinated and customer security systems are supported, so calls to the SCC must be delivered to the right person and dealt with promptly.
The SCC relied upon a legacy ACD system which restricted the flexibility necessary to deliver calls to staff wherever they were.
In addition, BT wanted the SCC to be part of contingency planning for extraordinary situations, but was limited by the existing architecture.
Using Resilient’s smartnumbers, multiple call queues were set up. Agents are made aware of the nature of calls via a ‘whisper’ that alerts them as calls come through and allows them to answer appropriately.
If all agents assigned to a particular queue are occupied, calls are queued in the BT network so that channels in and out of the SCC are not blocked.
Comfort prompts are also relayed to waiting customers, who are offered the option of leaving a message for non-urgent matters.
With the smartnumbers service in place, the SCC has been able to make fundamental changes to the way it works. Real-time visibility is provided by both physical wallboards and web-based representations of the same information.
Rob Causer, Security Control Centre Manager, BT Operate explains: “With better management information and greater call handling visibility from anywhere, team leaders can be far more proactive in managing demand.”
The SCC is also much more resilient. For example, should it ever be necessary to evacuate the Northampton building, or worse, the smartnumbers service can be immediately reconfigured to allow staff to log in from mobile phones, from home, or from another BT building.
“We immediately saw a 10% improvement in our time to answer, which means that our people are being more productive.”Rob Causer