The analogue system was struggling to cope with increased volumes and didn’t offer the level of flexibility required at the busy volunteer centre. Voice mails would become lost in the event of a power cut, training was difficult; multiple splitter cables and headsets were required, logistically not cost effective.
The increase in inbound and outbound communications was leading to ‘bottle necking’ of calls. A lack of visibility of inbound and outbound communications meant they weren’t able to either manage, or measure the contact centre’s performance effectively.
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