Keycare

An iPECS & Contact Centre in Services Case Study

Video Case Study

About Keycare

As a leading specialist in key recovery, Keycare have grown into a team of 50 and whether keys have been lost or stolen, Keycare provide a full service all day, everyday. With a UK-based call centre, Keycare provide customers with support from real people at any time.

The Challenge

  • Limitations to call reporting and statistical analysis made it difficult for Keycare to monitor employee workflow and the quality and quantity of calls
  • Without clear visibility of calls it was difficult to implement a better customer service experience
  • Limited access to the functionality of the phone system meant Keycare were required to use a third party supplier to make minor changes which proved a time consuming task
  • Negative customer call experience caused by the lack of automatic call distribution functionality and interactive voice response

The Solution

Key Features

With the Ericsson-LG and Braxtel ContactQ System, we’re only really scratching the surface as there is a lot that they can do. The solution has transformed the way we work and will grow as the business grows.
Peter Leach, IT Administrator, Keycare
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