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
Download Case Study PDF

Related Case Studies

Become an iPECS Reseller

Join today and start selling our award winning portfolio of products in no time.

Sign Me Up