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

Call Centre

Braxtel’s ContactQ’s call centre application delivered a customisable reporting suite giving Keycare the visibility on why and when customers call, enabling the adaption of processes and procedures

ACD Agent

Through the ACD agent customers were connected to the best suited person improving the contact centres efficiency and delivering a return on investment

IVR

Through the interactive voice response feature, a customisable self service option meant callers queries can be answered without being put through to an agent

Call Analysis

70+ telephone numbers each with their own greetings, call flows and statistical analysis

Future-proof

The iPECS and Braxtel contact centre delivers a future-proof system supporting the companies growth plans

Key Features

iPECS UCP 100

ContactQ Contact Centre

LIP-9020 Handsets

ACD and IVR

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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