Hobsons Bay City Council wanted to have a better means of communicating with their constituents. So they chose what would work best for them. They chose VoIP. Ever since the company switched in mid-2011, they’ve noticed a difference in communication. Now, Hobsons Bay even want to add web chat to make communicating as open and easy as it can be.
According to PC Advisor, the council was using a switch based system before. While using the outdated telecom system, the council wasted both time and money. With small changes, or glitches in the system, the council had to constantly talk to their telecom provider in order to fix problems. Not only that, but they found themselves using old communication practices as well.
While some people were using smartphones, others were still using their desk phones, and every department had a different way to communicate. VoIP, fortunately helped them to create a more cohesive system that could be used in every department.
From a management perspective, Hobsons was ready for the transition. As they needed a system that would include call recording, monitoring, training and performance management, they were ready to make the switch.
Ultimately, the council chose a VoIP system with strong support and functionality. Surprisingly, when they made the switch, everything ran smoothly, creating a better way to communicate and manage communication. The system integrated well within their workforce, and provided training to those who needed it.
Now, Hobsons Bay is able to handle larger volumes of calls. Their new system has features to implement queues and call backs. The employees even see the new system as a tool that they can use to improve their work flow, rather than a new inconvenient technology that they have to learn.
The next step for the council is to implement web chatting and videoconferencing features. Since more and more people are using these options at home, it seems like companies and customer service departments could take advantage of a new form of communication.
They plan to make an entirely new department specifically for online communication now. Apparently, it wouldn’t be that different from what customers are currently used to, there would just be more options. Just like customer service for counters and over the phone, there would be a service for online specific customers as well. With their new VoIP system, and by opening their options, Hobsons is sure to improve their customer service in a number of different ways.
Tell Capture Technologies about your communication needs. We carry VoIP products for a number of different workplace settings. Whether belong to a small business, or a large call center, we have a solution for you. We are dedicated to keeping your communications simple.
