Metropolis' XT Helps Sennheiser Increase Call Productivity by 50%
Metropolis Technologies' XT Telemanagement software improves Sennheiser's call productivity by 50% with cradle-to-grave reporting for Cisco.
Fort Lauderdale, FL, November 02, 2014 --(PR.com)-- Metropolis Technologies announced today that Sennheiser, Inc reported a 50% productivity increase in their call center productivity after utilizing XT's cradle-to-grave call reporting for their Cisco phone system.
Sennheiser Inc., a German-born high fidelity audio company, upgraded their phone system in recent years to a Cisco Call Manager platform and found the included CDR reports to be limited in revealing the data they needed on employee productivity and communication trends. Duncan Work, the Network and Infrastructure Administrator of Sennheiser explained, “We needed to get an account of which extensions were making and receiving calls, especially for our cold call department. We have certain metrics we need to measure and our Cisco reporting wasn’t enough. We required something clearer and easy to run.”
Work reached out to Total Communications, Inc, a regional IT and communication technology provider that manages Sennheiser’s Cisco phone system. Total Communications specializes in implementing Unified Communication solutions that meet customer’s needs, and was recognized by Cisco for achieving a Customer Excellence Gold Star twice this year. Sennheiser’s experience was no different, as Work said, “They have been very responsive. It is great to have a local company that is easy to reach.”
Bob Osborne, Total Communications’ Account Manager, met with Work and his colleagues to understand their needs, then scheduled a demonstration of Metropolis’ XT Telemanagement solution. Osborne described, “Sennheiser was trying to get a better handle on their calls, specifically in their sales departments. They tried to do it themselves through Cisco reporting, but needed more. Whenever we have a customer with needs that are not met with the Cisco reports, Metropolis is the go-to product in the call accounting arena… Sennheiser really liked [XT Telemanagement].”
In a call center environment, encouraging agent productivity as well as eliminating unanswered and abandoned calls are major priorities. XT Telemanagement allows businesses to generate productivity reports to enable managers to easily monitor the performance of their call center agents, as well as identify customers who hung up (abandoned) the call prior to connecting in order to proactively contact them. These reports allow Sennheiser to make informed business decisions regarding performance evaluations and customer service staffing needs, as well as have complete visibility into the communication network.
After the installation of XT, Work scheduled automated reports for his teams, creating additional accountability for their representatives and resulting in a dramatic increase in productivity. “We sent our call center staff their own data every hour so they can stay on top of their calls. We’ve seen a 50% increase in productivity since they’ve been receiving this reporting feedback.”
In addition to the automated reports, Work has been able to utilize the solution for risk management and investigative purposes. “The strength of XT is the cradle to grave reporting of the calls. If we have a dispute or customer complaint, we can simply input the phone number and get a resolution… I would recommend XT to other call centers.”
About Metropolis Technologies, Inc.
For over twenty years, Metropolis Technologies has provided advanced call accounting, 911/emergency management and telemanagement applications for businesses of all types in the US and abroad. Their easy to use applications provide advanced call notifications, toll fraud detection and trunk analysis tools help organizations reduce liability, increase revenue, minimize expenses and boost productivity. For more information, please visit http://www.metropolis.com or follow Metropolis on LinkedIn, Twitter, and Facebook.
Sennheiser Inc., a German-born high fidelity audio company, upgraded their phone system in recent years to a Cisco Call Manager platform and found the included CDR reports to be limited in revealing the data they needed on employee productivity and communication trends. Duncan Work, the Network and Infrastructure Administrator of Sennheiser explained, “We needed to get an account of which extensions were making and receiving calls, especially for our cold call department. We have certain metrics we need to measure and our Cisco reporting wasn’t enough. We required something clearer and easy to run.”
Work reached out to Total Communications, Inc, a regional IT and communication technology provider that manages Sennheiser’s Cisco phone system. Total Communications specializes in implementing Unified Communication solutions that meet customer’s needs, and was recognized by Cisco for achieving a Customer Excellence Gold Star twice this year. Sennheiser’s experience was no different, as Work said, “They have been very responsive. It is great to have a local company that is easy to reach.”
Bob Osborne, Total Communications’ Account Manager, met with Work and his colleagues to understand their needs, then scheduled a demonstration of Metropolis’ XT Telemanagement solution. Osborne described, “Sennheiser was trying to get a better handle on their calls, specifically in their sales departments. They tried to do it themselves through Cisco reporting, but needed more. Whenever we have a customer with needs that are not met with the Cisco reports, Metropolis is the go-to product in the call accounting arena… Sennheiser really liked [XT Telemanagement].”
In a call center environment, encouraging agent productivity as well as eliminating unanswered and abandoned calls are major priorities. XT Telemanagement allows businesses to generate productivity reports to enable managers to easily monitor the performance of their call center agents, as well as identify customers who hung up (abandoned) the call prior to connecting in order to proactively contact them. These reports allow Sennheiser to make informed business decisions regarding performance evaluations and customer service staffing needs, as well as have complete visibility into the communication network.
After the installation of XT, Work scheduled automated reports for his teams, creating additional accountability for their representatives and resulting in a dramatic increase in productivity. “We sent our call center staff their own data every hour so they can stay on top of their calls. We’ve seen a 50% increase in productivity since they’ve been receiving this reporting feedback.”
In addition to the automated reports, Work has been able to utilize the solution for risk management and investigative purposes. “The strength of XT is the cradle to grave reporting of the calls. If we have a dispute or customer complaint, we can simply input the phone number and get a resolution… I would recommend XT to other call centers.”
About Metropolis Technologies, Inc.
For over twenty years, Metropolis Technologies has provided advanced call accounting, 911/emergency management and telemanagement applications for businesses of all types in the US and abroad. Their easy to use applications provide advanced call notifications, toll fraud detection and trunk analysis tools help organizations reduce liability, increase revenue, minimize expenses and boost productivity. For more information, please visit http://www.metropolis.com or follow Metropolis on LinkedIn, Twitter, and Facebook.
Contact
Metropolis Technologies, Inc.
Sharon Harry
954-414-2900
www.metropolis.com
Sharon Harry
954-414-2900
www.metropolis.com
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