A Mitel MiContact Centre solution for 1,800 calls per week delivers significant cost savings, productivity improvements, an enhanced customer experience and a new level of operational intelligence.


Background

Pegasus delivers a Software as a Service (SaaS) workforce management solution, providing technical support to more than 200,000 companies and 3 million workers across mining, retail, construction, manufacturing and facility management.

Pegasus’ clients use its online workforce management system to ensure the safety and compliance of their contractors. The system provides clients with an insight into their contingent workforce and empowers them to manage sites and projects to their own standards.

The online workforce management system is used by workers to prove their competence by creating online profiles and choosing work roles, uploading competency documentation, booking induction training and completing identity and visa checks if needed.

Clients rely on the workforce management system to ensure workers entering their site are compliant. Without fast, responsive, real-time Contact Centre agents supporting workers, the workforce management system is not as effective as it needs to be.

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In 2016, Pegasus identified that its existing call centre solution was no longer supporting business requirements. The platform being used presented challenges relating to call quality, limited integrated voice routing capabilities and the inability to report on incoming call engagement and team member activity. The company also required more sophisticated analytics.

Pegasus engaged Forsythes Technology to develop and implement a complete Unified Communications Contact Centre solution. The main goals for Pegasus were call reliability, total call experience and information capture and reporting.


How We’ve Helped

Forsythes Technology implemented Mitel’s MiContact Centre. It is hosted by Forsythes on a pay-per-user, subscription basis, providing a complete end-to-end, fully managed service. One of the key benefits of this model is its scalability. The Contact Centre can be scaled up or down to meet business needs. Working closely with Pegasus, we customised the solution, developing approximately 20,000 call codes that provide management with the ability to monitor inbound and outbound calls, and filter reports.

The Contact Centre has been set up to handle Tier 1 support for workers and Tier 2 technical support to its clients. On average, the Contact Centre receives 1,800 calls per week and 2,000 support tickets. The Centre operates 7am to 7pm and staff numbers fluctuate between 18 to 22 FTE.

Improved visibility

The Mitel solution we recommended has given Pegasus greater visibility of the operation of its Contact Centre. Pegasus can now identify traffic within queues, view wait times and apply busy codes to manage responsiveness of its agents. Staff can be pivoted quickly to address queue demands across the shift. Not only can management zone in on a team, it can zone down to the agent level. This level of visibility assists with managing service level agreements, identifying team and agent performance, and helps to identify process blockers and potential training support requirements.

In a nutshell, the system enables Pegasus to monitor, report and adapt to business needs quickly and accurately.

Analytics that inform Pegasus and its clients

Pegasus manages approximately eight 1300-numbers. Many of these are shared numbers, grouped by industry sectors, with multiple clients sharing the one Contact Centre number.

Prior to the introduction of the Mitel MiContact Centre, when clients wanted analytics on the calls being generated by their workers, it was time-consuming to obtain this information, with some estimating involved. Now, with the Mitel solution and the 20,000+ call codes, providing analytics to clients is fast and accurate. Regardless of the line that a call comes in on, it is tagged with call codes to identify who called and why they called.

Call code reporting offers an insight into why calls are being made. Pegasus can identify call durations and compare to traditional average handle time for improvement. The reporting allows Pegasus to drill into a specific client’s data and better understand the behaviour of the worker calling and identify areas for improvement. It also allows Pegasus to quantify areas of its online workforce management system that are increasing or decreasing in total support time, leading to improvements by its development team or account managers.

Pegasus’ proactive outbound welcome team operates in the Contact Centre, interacting with clients and educating them on how to use the workforce management system. Call codes are used for all outbound interaction and in conjunction with inbound call codes, can determine the number of calls coming into the Contact Centre during the client onboarding process. This information enables Pegasus and the client to review their processes by quantifying and validating where there are issues, identifying how many hours are spent dealing with calls on a particular issue, and demonstrating how many calls could be eliminated if an issue was resolved.

Features that benefit the caller

The Contact Centre uses skill-based routing of calls to increase the likelihood that enquiries can be resolved on first contact. This results in less transfers and customer follow up.

At various times, particularly when Pegasus onboards a large number of new companies and workers to its workforce management system, higher-than-usual traffic is experienced. To assist during high call periods, the call back feature allows customers to maintain their place in the queue while waiting for a call back. This means they can get back to work without having to stay on hold for an extended period of time. Once again, the analytics available help to monitor abandon rates, average handle time and identify at what point during the call callers take up the call back option.

Flexible call queue messages

In the past, when the office was evacuated, the previous call centre activated an engaged signal for all inbound calls. This resulted in frustration amongst customers who continued calling unsuccessfully or started calling other areas of the business to seek support. The Mitel MiContact Centre’s emergency message allows the Contact Centre to activate a tailored message to callers, notifying them of the evacuation and inviting them to call back or log a support ticket. This ensures minimal interruption to business and reduced confusion for callers. It forms part of Pegasus’ disaster recovery plan.

The use of industry-specific call queue messages have allowed Pegasus to deliver specific messages or redirect calls to another resource before a caller talks to an agent.

Lifecycle reporting

Another feature of the Contact Centre is the Lifecycle Report. If a caller makes a complaint about the amount of time they waited on hold, or that the call was terminated, Lifecycle Reports come in very handy. Rather than using voice recording, Pegasus has opted for the Lifecycle Report which identifies exactly how long a caller waited on hold, what happened to the call, whether it was transferred, how long the call went for etc. In the majority of cases, presenting the facts with the Lifecycle Report resolves the issue and complaints are not escalated.

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The Results

  • Seamless transition to the new Contact Centre, ensuring Pegasus could continue to support its clients with minimal disruption.
  • Significant cost savings achieved.
  • Improved productivity. With real-time and historical reporting and dashboards, management is better equipped to identify and resolve issues, ensure more efficient use of resources and provide support and training where it’s most needed.
  • Visibility across the Contact Centre allows for faster decision-making and the ability to pivot Contact Centre agents as required. Performance analytics enable Pegasus to effectively coach and engage with agents.
  • The ability to qualify issues by way of call volume and time has supported various internal business cases for development work in the company.
  • The ability to track queues and call times, and determine why workers are calling, allows Pegasus to offer important insights to its clients that help with onboarding new workers and updating existing worker profiles and documentation. This is important in meeting Pegasus’ goal of minimising call numbers, demonstrating that workers are navigating the workforce management system better and require less support.
  • During Covid-19, Pegasus was able to quickly transition to 100% of Contact Centre agents working from home, maintaining support to its clients and their workers.

The contact centre solution for Pegasus has allowed us the visibility and versatility to adapt to our customers’ needs proactively, allowing for a better customer experience.

Pru KillickHead of People and Culture

Overall, the Contact Centre solution implemented by Forsythes Technology is delivering wide-ranging business benefits to Pegasus and its clients.