Call Centre Technology New Business Win Helps Holiday Autos

20th Nov 2002

Call Centre Technology, the UK`s leading converged solutions provider, has announced a six-figure order to supply Holiday Autos, the world`s largest leisure car rental broker, with cutting edge contact centre technology from Avaya. 
Call Centre Technology provided Avaya`s DEFINITY® converged multi-media system to enhance Holiday Autos operational and customer service. Avaya, a leading global provider of communications networks for businesses, has developed the Avaya Business Advocate application for its DEFINITY system, which acts as an electronic call centre manager, automatically prioritising callers by helping identify the most time-critical customers and connect them through to the most appropriate agents.  If calls cannot be routed to the target contact centre agents, the system automatically routes them to overflow sales service agents in other areas of the business.  By ensuring each request is dealt with more rapidly the new system not only improves the customer service quality, but also prevents loss of that vital sales leads are not lost, helping increase the organisation`s profitability year on year.

After a period of rapid growth Holiday Autos needed a call centre system that could help manage the sheer volume of calls that the company experienced during busy times.  This new technology will enable Holiday Autos to cut several hundred thousand pounds worth of costs from its balance sheet whilst simultaneously improving the quality of service provided to its customers.

Dave Toplis, Telecommunications Manager for Holiday Autos, said, “Call Centre Technology provide us with a first class converged multi-media customer service system along with strong account management and support services.  They undertook a thorough audit of our contact centre and provided us with clear evidence on which the decision to purchase Avaya Business Advocate was made.  The evidence from the strategic review was overwhelming making the decision to invest in Avaya`s Advocate a simple one, e.g.:  we envisage a return of 4 to 5 times on our financial outlay.  It was quite clear to all concerned that the cost of the software would be more than covered by the first quarter`s savings alone - an excellent return on investment!”

Russell Attwood, the Managing Director of Call Centre Technology, said, “Holiday Autos has benefited from our wealth of contact centre experience. Our service differs from our competitors because we provide a 360 degree service covering initial assessment and auditing; systems consultancy; project planning; and implementation of services, as well as training and maintenance.  This service means we work very closely with our customers.  In the case of Holiday Autos we offered a full simulation of their contact centre before the system was implemented.  This helped to ensure that they would get the best possible return on investment.  Working closely with Avaya we are confident that we are providing the best technology to improve our customers profitability. “

Call Centre Technology can count the likes of the Daily Telegraph, Cadbury`s and House of Fraser amongst its clients, where solutions have ranged from state of the art contact centres - utilising Voice Over Internet Protocol (VOIP) - through to multiple site converged networks.




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