Bellville, South Africa, Nov 4, 20160 -- In 2014, SA Tyres made its move to Euphoria Telecom, a smart move that has increased productivity levels and given the business improved workforce management.
SA Tyre Distributors’ is a wholesaler of tyres in South Africa. The call centre has grown organically over the years to meet increased sales demands.
However, with such a large staff compliment in the call centre and very few tools to evaluate business processes and team productivity, management recognised that some changes needed to be made.
Restricted infrastructure imposed severe limitations on workforce productivity, threatening the growth and development of the business.
SA Tyres appointed Wayne Bennett as the call centre manager.
Bennett’s primary focus was to remove outdated processes and implement the tools and platforms necessary for growth.
Bennett’s evaluation of the call centre operations indicated that restrictive and unstable infrastructure was the biggest limitation within the company.
He says, "The most resource intensive and inefficient part of the infrastructure was an outdated, analogue business telephony system.
Still running off expensive hard lines with an on-site PABX, the system did not allow flexibility or transparency within the call centre, making it hard to pick out where operational snags could be easily rectified."
Since the implementation of Euphoria’s Cloud-based business telephone system, SA Tyre Distributors has experienced a phenomenal improvement in its call centre operations.
The solution offers the business full control over the telephone system.
"From my desktop, I am now able to view call costs for any time range, access call recordings, produce data reports and customise extensions and user profiles for telephone access.
Moving over to the Euphoria telephone system has given me carte blanche access to critical information pertaining to the call centre, where workforce limitations and inefficiencies existed," he explains.
Posted by Veronica Silva Cusi, news correspondent
Published: Monday, November 7, 2016
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