When moving offices, the ACTU had the opportunity to upgrade and install a whole new system at their new premises. The ACTU required a system for a 22-seat call centre that would allow them to provide excellent customer service and quickly and easily direct calls to the appropriate agent.
The solution chosen was an Ericsson BP250 with a 22 seat call centre. The ACTU are now able to monitor their incoming traffic in real time, and callers are advised on how long they are likely to be waiting in the queue and have the option to step out and leave a message for call back if the waiting time is too long. Individual queue messages also provide callers with up to date information and news that is relevant to them based on the nature of their call.