Case Study: Call Handling

Video Transcript

Richard Armitage, Director of Call Handling and Services, Call Handling:

“Put simply, we help our clients communicate better with their customers. Working with Kcom, we’ve developed IVR services, improved weaknesses in our telephone systems, leading us to develop our hosted multi-media contact centre solutions.”

Lenny Rothstein, Director of Call Handling Services, Call Handling:

“Our customer base is varied but our specialist areas are retailers and the charity sector. Both of which have need for specialised services, in handling high volumes of calls, very often with insufficient staff to be able to provide answering for all calls. Therefore with clever call handling, calls that don’t need a human voice can be dealt with automatically.”  

Peter Chidwick, Business Development Manager, MHHP:

“If you went back a number of years, helplines were often working with poor quality technology. They often didn’t know what the demand for their services was out of hours or when lines were engaged, and they were working in a very independent way; not joined up at all.”

Mike Wilkinson, Sales Partner Division, Kcom:

“Kcom and Call Handling have worked together for well over 10 years. Over that time we have been able to develop a deep understanding of how their business has evolved. Both in terms of their routes to market and how their infrastructure has got to where it is today. 

Richard Armitage, Director of Call Handling Services, Call Handling:”One of the most important factors is the close relationship we’ve got with our Kcom account manager. She understands our complex requirements and our need to react quickly. The team have always been really good to work with. The other important factor is Kcom offer a very highly stable network environment in which we can house our platforms and feel confident we’ve got the stability to offer service levels our clients have come to expect from us.” 

Mike Wilkinson, Sales Partner Division, Kcom:“The preferred solution was in three main areas. Firstly, it was delivering a secure hosting environment to give Call Handling the opportunity to consolidate all of their platforms in one place. The second part was delivering connectivity to all their platforms in Kcom’s tier one network. Thirdly, to increase the capacity and their ability to explore new markets, we have given them the APIs so they can use our own myriad infrastructure. Kcom and Call Handling have worked together now for well over 10 years. In that time we’ve been able to develop a deep understanding of their routes to market and technical infrastructure and how it’s evolved to where it is today. We’ve worked with them collaboratively both technically and commercially to make sure ours solutions fit, not just their short-term needs but also their longer-term aspirations.”

Richard Armitage, Director of Call Handling Services, Call Handling:”We’ve been with Kcom 11 years and they haven’t put a foot wrong. That’s the reason for our continuing investment in Kcom as our network provider.”